ACTION ON EQUALITY: TFL'S COMMITMENTS TO 2020 - TRANSPORT FOR ...
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Action on Equality: TfL’s commitments to 2020
Contents About Transport for London We are the integrated transport authority for London. Our purpose is to keep London moving, working and growing and make life in our city better. We reinvest all of our income to run and improve London’s transport services. Our operational responsibilities include London Underground, London Buses, Docklands Light Railway, London Overground, TfL Rail, London Trams, London River Services, London Dial-a-Ride, Victoria Coach Station, Santander Cycles 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 6,200 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 Crossrail, modernising Tube services and stations, improving the road network and making the roads safer, especially for more vulnerable road users, such as pedestrians and cyclists. We are a pioneer in integrated ticketing and providing information to help people move around London. Oyster is the world’s most popular smartcard, and contactless payment is making travel ever more convenient. Real-time travel information is provided by us directly and through third parties who use the data TfL makes available for free to power apps and other services. Improving and expanding transport in London is central to driving economic growth, jobs and housing across the country.
Contents
Commissioner’s foreword........................................................ 4
About Action on Equality......................................................... 6
Understanding the issues......................................................... 7
Knowing our communities........................................................ 9
Achievements since 2012........................................................11
Our Equality and Inclusion vision..............................................15
Our equality objectives for 2016-20......................................... 16
Customer experience...................................................................18
Customer information..................................................................24
Accessible network......................................................................27
Travelling safely and securely.......................................................31
Value for money and affordability................................................36
Health.........................................................................................38
Workforce diversity..................................................................... 46
Supporting current and future employees....................................53
Engaging with employees and promoting an inclusive culture.......57
Our business partners................................................................. 60
Communication and engagement................................................ 64
Action on Equality – at a glance.............................................. 66
Action Plan for 2016/17.......................................................... 69
Action on Equality: TfL’s commitments to 2020 3
Commissioner’s foreword
I am very pleased to present ‘Action on network; and the London Underground
Equality: TfL’s commitments to 2020’. vision for design shows how future
stations should look and feel, and
This describes Transport for London’s includes a major focus on accessibility.
(TfL’s) vision and policy on equality
and inclusion from 2016-20. It builds While we have made great progress on
on our latest research and is a result equality and inclusion in recent years,
of significant engagement we have there is clearly still much, much more
undertaken with colleagues and a wide to do. We remain totally committed
range of interest groups. Action on to driving further improvements by
Equality extends the work of the Single embedding the values of equality and
Equality Scheme for 2012-15. inclusivity in everything we do and
ultimately the way we deliver for our
Sustained investment in the Capital’s customers and users.
transport network has delivered a more
inclusive and accessible network, and We will publish our progress against
so too has our organisation. We are the challenges identified in this report
proud that 85 per cent of our bus stops every year and will use Action on
are now accessible, Legible London Equality to set a clear direction for all
pedestrian maps have been introduced our future work to ensure that every
across nearly all boroughs and real- person matters in keeping London
time information is available for every moving, working and growing.
bus stop across the Capital. In addition,
half of our London Overground stations
are now step-free, crime has fallen
to an all-time low on our transport
system, and we have increased the
number of women and black, Asian
and minority ethnic (BAME) colleagues Mike Brown MVO
at senior levels in TfL. We have also Commissioner,
established successful partnerships Transport for London
with the Metropolitan Police Service
and the British Transport Police to
tackle sexual harassment on the
4 Foreword
Mike Brown, Commissioner
Action on Equality: TfL’s commitments to 2020 5
About Action on Equality
Action on Equality sets out our
commitments to promoting equality for
our customers, staff and stakeholders,
and our compliance with the Equality Act
2010 for 2016-20.
This document demonstrates how, as a
public authority and in accordance with
the Equality Act 2010, we work to show
due regard and 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
It also provides the highlights of what we
achieved against our previous document –
the Single Equality Scheme (SES) 2012-15.
Action on Equality 2016-20 replaces the
SES and builds on its achievements.
6 About Action on Equality
Understanding the issues
We are aiming to address the equality Employee engagement
issues we currently face, or expect We continually engage with our
to face, within the next four years. employees on the inequalities they
We identified the important equality face and obstacles they experience to
issues in London and our organisation improve equality in the workplace.
using feedback from customers, staff
and other stakeholders, as well as We have engaged with staff through
research insights and data. our Staff Network Groups in developing
Action on Equality. These Staff Network
Research and insight Groups include the:
Our report, Travel in London:
understanding the travel needs of • Black, Asian and Minority Ethnic
London’s diverse communities, brings (BAME) Network
together all our research on this topic
and forms the baseline information • Carers’ Network
for this document. We publish this
annually. We use it to identify the • Staff Network Group for Disability
main issues to be addressed.
• Faith and Wellbeing Network
Our annual Workforce Monitoring Report
contains data on the diversity of our • OUTbound – our lesbian, gay men,
workforce and we used this to draw out bisexual and trans people, plus
the issues we need to take action on. (LGBT+) Network
We reviewed and published progress • Women’s Network
against the Single Equality Scheme
2012-15 to identify issues yet to Since 2013, we have carried out an annual
be resolved. employee engagement survey (Viewpoint)
and six-monthly spot checks (Pulse).
Responses made by each equality group,
where they have shared this information,
have helped us to detect issues specific
to a particular group.
Action on Equality: TfL’s commitments to 2020 7
Customer and stakeholder We also work with the Independent
engagement Disability Advisory Group (IDAG), which
We continually engage with our we set up in 2007 to involve disabled
customers and other stakeholders people in the way that we shape and
on improving equality through develop our accessibility strategy.
a number of bodies, including:
IDAG is made up of six permanent
• Youth Panel members – the current team was
appointed in 2015, and membership is
• Schools’ Challenge refreshed every year. It is an important
part of our long-term commitment to
• Valuing People Group – a group for achieving equality for disabled and deaf
people with learning difficulties people and will play an important role
in ensuring our work complies with the
• London sub-regional mobility forums Equality Act 2010, focusing on
disability discrimination.
We have made considerable progress
in making London more accessible to
transport users, but there is still much
more to do. IDAG has had input into
Action on Equality and the group’s work
will help to ensure we continue to make
progress in this important area.
We also engage with organisations that
represent or work with a wide range of
specific equalities groups.
Confidence in travelling
8 Understanding the issues
Knowing our communities
London has changed since we longer and, therefore, a rise in the number
developed our Single Equality Scheme in of older people. By 2020 almost 12 per
2012 and is predicted to change further. cent of Londoners will be aged 65 or over.
The Capital’s population is becoming
increasingly diverse, with the proportion And, as the likelihood of becoming
of BAME Londoners likely to rise to just disabled increases with age, there are also
over 47 per cent in 2040. As the city’s likely to be more disabled and mobility
population becomes more diverse our impaired Londoners in the future.
transport system will need to serve a
widening variety of needs. A growing population is also likely
to lead to more families with small
London also has a relatively youthful children, who will require accessible
population, but as the city continues travel. All of these factors will increase
to grow we expect to see people living future demand for accessible travel.
London’s population is increasingly diverse
Action on Equality: TfL’s commitments to 2020 9
Changes to Londoners’ diversity1
2012
50% 2016
2020
45%
2040
40%
35%
30%
25%
20%
15%
10%
5%
0%
Black, Women Older Older Younger Disabled People LGBT2
Asian and and girls people people people people 16+ on low
minority 65 - 79 80+ under 25 incomes2
ethnic (BAME)
Based on Annual Population Survey 2014, ONS and GLA 2013 round of trend-based population projections (Central variant).
1
The figure shows no change for LGBT and low income for future years because we do not have sufficient data to
2
forecast changes
For more detail, see Travel in London:
understanding the travel needs of
London’s diverse communitities 2015.
10 Knowing our communitiesOur achievements since 2012
We achieved improvements in equality Communication and engagement
in the period of the Single Equality • We ran the successful grassroots ‘Come
Scheme 2012-15. Highlights include: on Board’ campaign, reaching out to
smaller groups of older and disabled
Customer information people across the Capital. This provided
and experience information about getting more out of
• We improved signage and way-finding in our accessible transport services and
stations by formalising the popular extra confidence to use them. We spoke to
signs used during the Olympic Games more than 2,000 people in more than
30 boroughs, and will be restarting the
• We put in place Legible London campaign in 2016 to reach even more
pedestrian maps across nearly all of
the Capital’s boroughs and provided • We worked with the Metropolitan
real-time information at every bus stop, Police Service (MPS) and women’s
available on smartphones or by text groups on Project Guardian, a campaign
to encourage women to report
• All bus drivers have received the unwanted sexual behaviour on the
‘All Aboard’ training that was transport network. Recent statistics
developed with disabled and older show more than 89 per cent of people
people’s organisations now feel safe on our services
• We hosted the first accessible • We supported Whizz-Kidz’s Travel
transport exhibition and conference Alliance campaign, ‘Get on Board.’
‘Access all Areas’ at London’s ExCeL. This encourages transport providers
More than 1,500 customers and to support disabled people in
stakeholders attended using the services, by improving
infrastructure, working with them to
understand issues better, and including
them in marketing and publicity
• Each year we ran a Youth Participation
Day where more than 50 young
people learnt about specific elements
of London’s transport network
Action on Equality: TfL’s commitments to 2020 11Building a city for everyone
• We regularly engaged with older, Transport planning
disabled, youth and women’s groups, • We increased the number of accessible
meeting more than 50 individual stations on the London Overground
organisations each year to work network from 34 out of 78 (44 per
with them on specific campaigns cent) to 56 out of 112 (50 per cent)
and receive their feedback in order
to make service improvements • We saw a 20 per cent increase in bus
stop accessibility to reach 85 per cent
of all bus stops
• We published ‘Your Accessible
Transport Network’ and its
annual updates
12 Our achievements since 2012Safety and security Our workforce
• We saw the crime rate fall on London’s • We increased the proportion of women
transport network to seven per million and BAME employees at senior levels
passenger journeys
• We better harnessed diversity in our
• Our Project Guardian ‘Report It to Stop workforce and actively led the business
It’ campaign encouraged reporting of case for diversity within the industry.
sexual assaults resulting in a 35 per cent This was recognised at the 2015
increase in reports Excellence in Diversity Awards with
a nomination for best Diverse Public
• We continued our Safer Travel at Sector Company
Night campaigns
• By celebrating 100 years of Women
• The proportions of groups being in Transport we helped raise the
deterred from travelling because of fears profile of women in the industry
of crime and safety dropped and encouraged young women
to consider a career in transport
Health inequalities
• There was a significant increase in the • We celebrated 10 years of our Staff
number of walking trips made by women Network Groups
aged between 30 and 54
• We co-sponsored the new Greenwich
• We published ‘Improving the health University Technical College, which
of Londoners - transport action plan’, will provide a talent pipeline for
the first of its kind worldwide our apprenticeship programmes,
specifically aimed at young people
Procurement from under-represented groups
• We created apprenticeship opportunities
for people from BAME communities • We introduced a scheme to allow
by working with our suppliers, and as a our staff to register interest in finding
result received the Race for Opportunity a job share partner
Youth Partnership and Apprenticeship
Award in 2012 and its Collaboration and
Partnership Award in 2013
Action on Equality: TfL’s commitments to 2020 13• The Staff Network Groups have a – Producing the annual TfL Faith
track record of raising the profile of & Cultural calendar, promoting
equality, both within and outside important dates across the main
of TfL. They have empowered faiths, as well as providing guidance
employees, changed policies, created on prayer rooms and other religious
support networks, won awards and observance issues
celebrated diversity in a range of
different ways, including: – OUTbound, the LGBT network,
won the Inclusive Networks
– Collaborating with the ParliREACH ‘Awesome Network’ award in 2015
organisation in holding discussion
forums at the Houses of Parliament – Creating a Women’s mentoring
around the progress of black and scheme and supporting the 100
Asian communities and how the years of women in transport
BAME network can support them campaign, as well as raising
awareness of women’s issues
– Successfully lobbying for the through annual International
creation of guidelines for carers Women’s Day events
and raising awareness among all
managers of the barriers faced Further detail is available in our Single
by staff who are carers, offering Equality Scheme progress reports
practical solutions where possible published in 2013, 2014 and 2015.
– Creating support for staff who
have experienced mental health
conditions or wish to help others
who do (WellMent)
14 Our achievements since 2012Our Equality
and Inclusion vision
Michele Dix, MD Crossrail 2 and Chair of TfL’s Equality and Inclusion Leadership Group
Our vision for Equality and Inclusion every journey matters to us, so too does
is that, ‘every person matters in keeping every person matter in helping London
London moving, working and growing’. thrive, in keeping London working, in
keeping London growing and making life
Action on Equality is based on this vision in London better.
and the policies put forward here are all
designed to contribute to this goal. This We have developed this vision through
means we will work together to ensure extensive internal consultation with key
that every individual person’s needs in Equality and Inclusion stakeholders,
relation to transport are understood including IDAG members, staff network
and acted upon, to enable them to lead groups, employees and chief officers from
healthy, productive and happy lives. across all areas of the business. This vision
forms the basis of the new TfL equality
This vision supports and builds on the objectives contained in this document.
overall TfL vision for London. Just as
Action on Equality: TfL’s commitments to 2020 15Our equality objectives
for 2016-20
Action on Equality sets out our For each of these issues we have
commitments to promoting developed a TfL equality objective
equality for our customers, staff and to demonstrate the improvement
stakeholders, and our compliance with we would like to make:
the Equality Act 2010 for 2016.
1. Ensure our services will be
1. Customer experience accessible to more people, with
consistent customer service that
2. Customer information meets the needs of all customers
3. Accessible network 2. Ensure that more customers will
have access to the information they
4. Travelling safely and securely need to make the most of travel
in London
5. Value for money and affordability
3. Improve the accessibility of
6. Health London’s transport infrastructure
to enable more people to make
7. Workforce diversity the most of life in the Capital
8. Supporting current and future
employees
9. Engaging with employees and
promoting an inclusive culture
10. Our business partners
11. Communication and engagement
16 Our equality objectives for 2016-204. Ensure that travel in London is safer
and fewer young people, women
and people from BAME communities
are deterred from travelling because
of safety concerns
5. Ensure we offer value for money
for all Londoners with a fare
structure which is clear and
well communicated
6. Ensure that our transport system
promotes and improves the health
of all Londoners
7. Achieve a workforce which is
reflective and representative of
the diversity of London
8. Ensure all future and current
employees are supported to make
the most of their skills and talents
9. Create a more inclusive culture
where all staff feel engaged
10. Encourage more of our partner
organisations to have diversity as
a core value
11. Engage with more of London’s
diverse communities to effectively
inform, develop and deliver our
strategies, services and programmes
Action on Equality: TfL’s commitments to 2020 17Customer experience
All of our customers should be able to travel
with confidence and benefit from a high-quality,
consistent transport network.
Our customers’ journeys do not begin
when they enter a station or bus and end
when they leave; they begin the moment
they think about travelling. These journeys
include driving, walking or cycling on the
Capital’s roads and our services should
be accessible to all Londoners as far as
possible. This includes our online and
customer services and customer advice,
as well as information about TfL’s policies
and operations.
Feedback, research, consultation and
complaints from people using our
network help shape and improve our
services. Generally customers are
satisfied with the level of customer
experience, yet there are areas where we
can provide a better experience to the
Capital’s diverse population.
We know that disabled and older
Londoners travel less frequently than
non-disabled Londoners. The main
transport modes used by disabled
people are also used by non-disabled Priority seating is still an issue for older and disabled people
people – namely walking, the bus and
the car. One reason older and disabled which may impact on their likelihood
people travel less is that they tend to to travel.
have less access to information about
accessible travel than other Londoners. We have identified six priority action
In addition, research shows that the areas in addition to our commitment
quality of journey experience for an to improving the customer experience
older or disabled customer can vary, across the network.
18 Customer experiencesetting off before mobility impaired
people are seated. The complexity of
London’s bus operations can mean
job descriptions and expectations of
customer service are inconsistent, while
high bus driver turnover also creates a
challenge. Driver training, communication
and recruitment are critical to improving
customer experience.
2. Priority seating
There can be conflict over the use
of priority seating on transport services.
Many Londoners need a seat when
travelling, including:
• Disabled people
• Older people
• Pregnant women
• Those travelling with a child aged
three or under
• People with hidden conditions
and illnesses
1. Buses
The quality of service from bus drivers It is encouraging that awareness of
is the largest complaint from mobility priority seating is high among customers
impaired customers. Issues include not on all transport modes, especially
helping to resolve conflict between the bus. Yet 30 per cent of people
buggy users and wheelchair users, not who need a seat have experienced a
deploying the ramp effectively and situation when another customer does
Action on Equality: TfL’s commitments to 2020 19not voluntarily give up a priority seat. 5. Door-to-door transport
We are committed to finding ways to Disabled people have told us that they
ensure that priority seating is available are sometimes not able to get help from
to those who need it. taxi and private hire drivers when needed.
Additionally, on occasion, customers
3. Taxi and private hire are unable to use Dial-a-Ride for all the
We know wheelchair users can have journeys they would like to.
difficulty hailing a taxi, and that customers
with assistance dogs have experienced a 6. Customer complaints
lack of willingness on behalf of taxi and We are committed to providing an
private hire drivers to provide a service. excellent level of service to all customers
It is illegal to refuse service to a person and to continuously improving their
with an assistance dog or a wheelchair experience. The reputation of an
user, or any other protected characteristic. organisation is defined by how it recovers
Disabled customer satisfaction is lower from getting something wrong, and
for taxis than for all other transport types complaints provide an opportunity for us
and this is a focused area for action in the to learn and improve.
life of this plan.
In this spirit, and as a result of a
4. Underground and rail recommendation made by the London
ramp availability Assembly, we commissioned an external
On the Underground, the use of audit into our response to complaints,
manual boarding ramps and availability including the process for internal
of staff to help is an important area escalation. The audit recognised the
for development and our current substantial work already done in making
Fit for the Future programme will our service better and the importance
improve staff availability. We also of our customers as well as an appetite
recognise on-site station staff and to continuously progress. The audit
communication between stations identified several ways we can improve
is equally important to providing all and we are committed to doing so.
customers, but particularly those who
require assistance, with the confidence
to complete their journey as planned.
20 Customer experienceOur equality objective a particular focus on improving the
We aim to ensure our services will customer experience, and roll this out
be accessible to more people, with to all new drivers
consistent customer service that meets
the needs of all customers. • Develop a bespoke customer
experience training course for all
Our vision for customer experience London Buses’ employees, all 24,700
is that disabled and older people will drivers and private bus operator
experience improved levels of customer support staff, to be delivered between
service on buses, door-to-door services April 2016 and March 2018
and across the TfL network with less
conflict over priority seating and greater • Complete a review to improve
availability of and support from staff. communications to all staff and
bus drivers to promote better
To achieve this we will: customer experience
Buses Priority seating
• Provide training materials for all • Follow up on recent research by
bus drivers to ensure they have an considering the following options:
excellent understanding of disability
and TfL policies – Increase the consistency of priority
seating signage across all transport
• Encourage a more customer-centric types and include people with
culture across London Buses and hidden conditions
bus operators by developing positive
communications and personal – Make more staff announcements
development on priority seating particularly when
customers are boarding, including
• Develop the customer experience making a recorded message
function within London Buses
• Replace the old BTEC qualification
with a new City & Guilds qualification
(from January 2016), which includes
Action on Equality: TfL’s commitments to 2020 21– Explore a voluntary card and/or • Review policy on wheelchair and
badge scheme for people who assistance dogs refusals for taxi
need priority seating and private hire drivers and private
hire operators
– Develop a training course to
help staff recognise and assist • Develop an information campaign
customers with hidden disabilities. on wheelchair refusals for private
The course will be available to all hire drivers to remind drivers of their
staff online. legal obligations
Taxi and private hire • Investigate complaints in TfL
• Introduce job descriptions for taxi Enforcement and On-street
drivers that put customer service first Operations (EOS)
• Trial signage for private hire vehicles London Underground and Rail
to reduce touting • Complete the roll out of Fit For the
Future to improve customer service
• Trial a guidance book for taxi drivers and increase visibility and availability
of staff
• Monitor the recently launched
assistance dogs campaign which • Introduce a new Turn Up And Go
provides information for private hire (TUAG) application on TfL hand
drivers on their legal obligations. held devices to assist staff deliver
Increase circulation of an a consistent and simple service
information leaflet for customers to customers
on assistance dogs
Door-to-door transport
• Introduce disability equality training • Review current policy that focuses
for private hire drivers and review Dial-a-Ride on providing local journeys
equality training given to taxi drivers
• Improve customer information about
the available options for door-to-
door transport, including Dial-a-Ride
and Taxicard
22 Customer experience• Develop and pilot a disability equality against aims across the business,
e-learning course for taxi, private hire particularly buses, taxis and private hire
and community transport drivers services
Customer complaints • The proportion of older and disabled
In 2015 we commissioned an external passengers using public transport
review of the way we handle customer
complaints. As a result we are • The level of customer satisfaction
committed to: about priority seating
• Making it easier for customers to • The level of customer awareness
see that we act on complaints and of accessible journeys and travel
wider feedback
• The number of complaints following
• Ensuring we effectively capture all the launch of the assistance dogs
issues arising from complaints to campaign; each one will be investigated
provide useful data that help address
the root causes of dissatisfaction • The number of complaints received
about taxi and private hire services
• Taking further steps to ensure that and successful prosecutions that have
employees feel empowered to resulted in driver suspension
resolve issues effectively first time or a withdrawn licence
• Providing customers with a consistent • Customer satisfaction scores of taxi
experience across all service areas, and private hire passengers
including explaining how complaints
can be escalated
We will measure our performance using:
• Information from the Customer
Satisfaction Survey, Mystery Traveller
Survey and Accessibility Mystery
Traveller Survey to measure progress
Action on Equality: TfL’s commitments to 2020 23Customer information
The importance of information in ensuring
all Londoners and visitors can make the most
of life in the capital.
Information on the move
The provision of information is Clear, accurate, timely and accessible
fundamentally linked to the provision information is critical to ensuring every
of accessible journeys. trip is as smooth as possible. It also
ensures all Londoners and visitors
Both the journey and information have the knowledge and awareness
should be able to shift seamlessly from they need to make the most of life in
mode to mode and react to changing the Capital. Our customers’ journeys
circumstances. don’t start when they get to a stop or
a station, they start at home or the
office, or any other location they may
be travelling from.
24 Customer informationOur research shows that both Our vision is for better, clearer,
customers and staff are unaware simpler and more personal, customer
of the breadth of accessible travel information that is accurate and
information that we provide and do delivered in real time, with high quality
not know where to go to find it. When details about accessibility requirements.
shown the information and the ways It will also be readily available in
we provide it, customers feel it is fairly different formats with customers
comprehensive, although some gaps more aware of what is on offer.
have been identified.
To achieve this we will:
Information needs to be made available
across many channels, including • Explore how we can expand
traditional print, to meet the wide accessibility information online
variety of customer needs. For example, on Journey Planner
London’s cycle hire scheme and the
Cycle Superhighways have a low level • Develop a better understanding
of recognition as a transport option by of how people use our accessibility
BAME communities. information and how this can be
improved using customer research,
Information and infrastructure that such as workshops and surveys
helps people travel seamlessly from
our services to those run by other • Create and deliver innovative ways
operators, ensures customers visiting to communicate accessibility
London have a better experience. information to our customers
Our equality objective • Expand our capability to provide
We aim to ensure that more customers personalised information to
will have access to the information they customers, including those with
need when they need it, to make the specific needs
most out of travel in London.
• Review how complex step-free
interchanges are shown or signposted
to make it easier for passengers to
plan journeys and use these routes
Action on Equality: TfL’s commitments to 2020 25• Review whether accessible • Run an integrated marketing campaign
interchanges shown on the main in 2016 to raise awareness of the
Tube map should be shown as links information available and how it can be
between stations, to better reflect accessed. This will include material in
the distance to travel print, poster and radio, as well as digital
mediums, to communicate with people
• Develop and promote a London- who do not have access to the internet.
specific travel mentoring training
course and qualification, and This campaign will feature disabled
encourage its take up by local travel people’s stories and experiences of
mentoring schemes travelling on the network
• More actively promote the use of • Conduct research into current
Santander Cycles and cycling in general information and how it is used by
to people from BAME communities spring 2016 (including identifying
any gaps)
• Work closely with London Councils
and the boroughs to achieve greater We will measure progress using:
integration of TfL-funded door-to-
door services, and ensure that disabled • Uptake of accessibility information
Londoners are aware of the options products (for example, orders for
available to them posters, helpline use and downloads
from website)
• Jointly produce marketing and
promotional materials for all • Formal surveys including the TfL
TfL-funded assisted transport Customer Satisfaction Survey
services by April 2017, including
Dial-a-Ride, Taxicard and the Travel • Customer and stakeholder feedback
Mentoring Service
• Data on the diversity of people taking
up cycling and using Santander Cycles
• Customer awareness of information
products and developments
26 Customer informationAccessible network
Accessible transport infrastructure is vital to
enable all Londoners to make the most of travel
in the Capital.
Step-free schemes increase accessibility of London’s 260 Underground stations
for wheelchair users, people with physical and 56 of its 112 London Overground
access needs, and customers with stations are step-free. Manual boarding
buggies and heavy luggage. However, ramps have been introduced at 55 Tube
accessibility is about more than just stations and platform ramps at more
physical infrastructure; it extends to than 50. We are working on innovative
all TfL services and operations. manual boarding ramp designs for
narrow platform spaces to enable use
The Mayor’s Transport Strategy and the on more platforms.
Accessibility Implementation Plan use
the ‘whole journey approach’. This aims We also know that 79 per cent of
to make transport easier to use for all disabled Londoners have used the bus
Londoners by promoting measures to in the past year compared with 92 per
further improve the physical accessibility cent of non-disabled Londoners. Most
of the transport system, ie our streets, bus stops are now accessible, so this
bus stops, stations and vehicles. data shows that, while we must continue
with schemes such as our bus shelter
It is our responsibility to remove barriers modernisation programme, we must
such as congested pavements and also look to removing barriers other than
overcrowded stations. The physical physical infrastructure to increase the
accessibility of London’s streets, including ridership of disabled Londoners.
the condition of footways, is important
to improving people’s experience of There are many other measures that
their local area. It is also necessary for work together to make a station or a
increasing walking and enabling the vehicle accessible. For example, wide-
use of public transport. In addition, aisle ticket gates can make journeys
enhancing information, more visible and easier for those who find standard
better-trained staff and providing better ticket gates difficult to use, including
interchanges will improve accessibility. wheelchair users and people travelling
with buggies or large luggage. Working
London has one of the most accessible with a number of organisations, we
transport networks in the world; are developing mobile technology to
however, we know that it is not always enable visually impaired people to travel
accessible to everyone. At present, 67 independently through stations.
Action on Equality: TfL’s commitments to 2020 27Our equality objective London Underground and Rail
We aim to further improve the physical • Make a further 15 Underground and
accessibility of the transport system to nine London Overground stations
enable more people to make the most step-free by 2020
of life in the Capital.
• Make all new stations step-free
Our vision is for a transport network in
London with more step-free Overground • Install 93 more wide-aisle gates
and Underground stations, with more at 60 more stations as part of our
wide-aisle gates, manual boarding ramps improvements programme
and platform humps in more stations.
There will be more accessible bus • Install more manual boarding
stops and a better environment across ramps and platform humps at
the network, including taxis, private hire Underground stations
services and our streets for people with
a range of impairments. • Deliver projects to increase capacity
and reduce congestion, including
To achieve this we will: station improvements and upgrades,
increasing frequencies and
• Develop a planning method to prioritise enhancing design
and guide decisions on accessible
infrastructure that considers long- • Promote accessible design for our
term issues, such as London’s growth stations and the areas around them
through the London Underground
• Encourage people to travel differently Design Idiom guidelines
(for example by cycling, walking and
avoiding peak hours) in order • W
ork with the Department for
to reduce congestion Transport to manage more rail services
in London in order to make them more
accessible and ensure that stations are
staffed from first to last train
28 Accessible networkStep-free schemes increase accessibility
Action on Equality: TfL’s commitments to 2020 29Buses Taxis and private hire
• Continue our bus shelter • Carry out an accessibility audit of
modernisation programme at a all TfL-appointed taxi ranks across
rate of 650 a year. We have already London to ensure they are fully
installed 3,100 redesigned perch accessible
seats with arm-rests, which benefit,
for example, people with arthritis • Provide more taxi ranks through
the ranks action plan, which will see
• Make 95 per cent of all bus stops a 20 per cent increase by 2020
fully accessible by end of 2016 and
look at ways for all our stops to • Make card payment acceptance
be accessible compulsory in taxis in October 2016,
including contactless payments
• Trial a retro-fit arm-rest for older
shelter models in early 2016 • Work with taxi vehicle manufacturers
on the new generation zero emission
Streets capable vehicles encouraging more
• Promote best practice for urban accessibility features such as forward
design using Streetscape Guidance, facing wheelchair positions
published in 2016. Maintain financial
support in 2016/17 to help the We will measure progress using:
boroughs pay for local transport
projects set out in their Local • Statistics on introducing step-
Implementation Plans (LIPs). Local free access and other accessibility
areas will see safer roads, better improvements across the
public spaces, improved walking transport network
facilities and cycling made safer
and easier • Measures developed in the new
step-free prioritisation methodology
• Percentage of disabled people
using the transport network and
satisfaction surveys
30 Accessible networkTravelling safely and securely
There are differences in the way equality groups
experience the safety and security of transport.
Safety and security is a greater concern This masks the problem and makes it
for young people, women and BAME more difficult to address.
people than other groups. For them,
the impact of fear of crime is greatest Crime and antisocial behaviour concerns
at night, particularly on buses and affect the frequency of travel for
the Underground. disabled and non-disabled Londoners.
During the day this is more the case for
Antisocial behaviour is the second biggest disabled Londoners than non-disabled
barrier to increased public transport use Londoners. However, concern among
for older and disabled Londoners, and it these two groups becomes similar when
is a bigger concern for BAME communities travelling at night.
and women.
Safe roads are also very important to
The street environment is also ensuring the safety and security of
experienced differently by particular Londoners when travelling. Around 80
groups. Children, older people and BAME per cent of all people killed or seriously
people are more likely to be involved injured (KSI) are vulnerable road users:
in road traffic collisions, while young pedestrians, cyclists or motorcyclists.
Londoners are slightly more likely to In some circumstances age, gender,
have experienced a worrying event when disability, ethnicity and income can
travelling on the Capital’s public transport. make certain people more at risk of
being seriously injured or killed than
Some groups, women and young people others. Many of our programmes are
in particular, experience unwanted sexual focused on groups or locations with
behaviour while travelling in London. This a high risk and a high number of KSIs.
is an issue both during the day and in the The strongest link between deprivation
evenings. Incidents are underreported, and injury risk is for pedestrians: the
meaning offences are not appropriately most deprived are twice as likely to be
dealt with. injured as the least deprived.
Some groups are also vulnerable to hate Our equality objective
crime when travelling in London. Again, We aim to ensure that travel in London
a large number of hate crimes carried is safer and fewer young people, women
out on public transport are not reported. and people from BAME communities are
Action on Equality: TfL’s commitments to 2020 31Getting around London
deterred from travelling because • Provide reassurance to bus
of safety concerns. passengers through policing, CCTV,
lighting, signage and well trained staff
Our vision is for a transport network
where incidents of crime and road • Tackle worries of crime by listening
casualties are even lower. Where and responding to local concerns
all people, but particularly younger about crime and antisocial behaviour
Londoners, women and people from
BAME communities, feel safer and • Educate year six students to be
confident that they can travel without safe and responsible users of public
fear of worrying experiences or transport through the TfL Safety
antisocial behaviour at any time of the and Citizenship scheme’s interactive
day or night on any form of transport. presentations
To achieve this we will: • Support student groups in at least 50
secondary schools to deliver targeted
Safety, security and night travel safety and citizenship projects
• Improve bus stop lighting through a
continuing programme of upgrades to • Focus on communities and individuals
LED (currently 2,500 locations) who demonstrate greater levels of fear
of crime
32 Travelling safely and securely• Carry out joint operations with the MPS – Improving the most dangerous
and BTP to reduce crime junctions for vulnerable road users
• Promote safety through community – Targeting infrastructure
engagement and school events improvements on the Transport for
London Road Network (TLRN), many
• Carry out dedicated operations with of which focus on locations with
the MPS Cabs Enforcement Unit and high numbers of people from BAME
City of London Police groups and low income
• Work with London’s boroughs to – Education and training for school
encourage the clearing of signage and children, including Children’s Traffic
clutter from footways Club and the Youth/Junior Travel
Ambassador schemes
• Continue providing a rapid-response
service that gets rid of more than – Marketing campaigns focused on
30,000 instances of offensive or changing the behaviours that lead to
extensive graffiti from bus stops each collisions to improve conditions for
year (in addition to routine removal of vulnerable road users
minor graffiti)
• Trial 20mph in 10 locations to improve
• Tackle unbooked and unlicensed the environment for walking and cycling
private hire vehicles that pose a
serious risk to the travelling public, • Deliver programmes for pedestrian
particularly women safety improvements in Peckham and
Tooting town centres. Both areas have
Road safety high numbers of BAME communities
• Carry out the actions detailed in the and a high risk of pedestrian casualties
following documents: Safe Streets for
London, Pedestrian Safety Action Plan, • Roll out Safe Drive Stay Alive – a
Motorcycle Safety Action Plan and scheme focusing on the behaviour
Cycle Safety Action Plan. Some of the of young drivers, who are more likely
actions that relate directly to higher to be involved in a serious collision –
risk groups are: targeting 18,000 participants
Action on Equality: TfL’s commitments to 2020 33• Deliver a new one-to-one • Continue working with the police and
training scheme for motorcycle bus operators to ensure evidence is
or scooter riders collected quickly and investigated
• Re-launch the Children’s Traffic • Provide reassurance to bus
Club, aiming for more than passengers through visible policing
103,000 participants and trained TfL staff while on patrol
• Work in partnership with the police • Continue working with the police
to deliver targeted policing and to actively promote ‘Project
enforcement and engagement Guardian’ – our initiative that
activity on the road network to improve tackles sexual offences on London’s
the safety of all road users. Examples transport network
include:
Hate crime and vulnerable adults
– Operation Safeway: roadside and children
enforcement at key junctions • Continue to promote the ways
enforcing the rules of the road and people can report hate crime to
engaging with road users help intelligence-led policing
– Community Roadwatch: local • Improve the methods for customers
transport policing teams working to report their concerns to us
with communities to tackle speeding
• Improve our approach to safeguarding
– enhanced education and training for our most vulnerable groups of
vulnerable road users customers and ensure full real-time
reporting of cases
Unwanted sexual behaviour
• Continue promoting ‘Report it • Train and equip customer service
to Stop it’ through a variety of staff to better understand and act
media channels on the issues and review giving
staff the ‘true vision’ app for their
• Visit schools in London to deliver handheld devices which can be used
tailored lesson plans to report such crimes
34 Travelling safely and securely• Work in partnership with police and • The number of young people
local authority safeguarding boards experiencing worrying events on
public transport, with a target to
• Provide additional support to the reduce this from 20 per cent to 17
British Transport Police (BTP) for per cent
their campaign by making additional
poster inventory available in • Educate all year six students
geographic hot spots (around 95,000) about safe and
independent travel
We will measure progress using:
• Statistics on public awareness
• Statistics on the rates of crime, of unacceptable behaviours
particularly incidents at night
• Number of staff trained as percentage
• Our Safety and Security Quarterly of total staff in safeguarding vulnerable
update to monitor the reduction in groups of customers
the percentage of Londoners who are
deterred from using public transport • Safer Travel at Night (STAN)
because of concerns about crime campaign impact
and antisocial behaviour, especially
after dark • Number of safeguarding interventions
and/or referrals
• Our Safety and Security Survey
• Road safety statistics, such as
• MPS and BTP data STATS19 and AccSTATS
• Customer Satisfaction Surveys for • The number of female night bus
bus stops and shelters customers, with an aim to increase
as a proportion of ridership
• Mystery Traveller Data
• Responses to stated behaviour change
in our behaviour change programme
Action on Equality: TfL’s commitments to 2020 35Value for money and
affordability
Travel in London must provide value for money.
This ensures everybody has the Additionally, free or discounted fares
opportunity to make the most of life are available to:
in the Capital. For transport to be
considered to offer value for money, • Londoners in full-time education,
the level of service must be high and or on a mandatory work placement
the cost must be affordable. in the Capital
Delays, overcrowding and ‘dirty’ • London apprentices
environments can reduce sense
of value for money. • Eligible unemployed people
The income of some Londoners and • Eligible war veterans
visitors can be a barrier to them using
public transport. We also know that Some stakeholders are concerned
some communities find the fare pricing that low income night workers may
structure confusing. have increased travelling costs if the
Night Bus service changes because of
We are working to ensure travel in the introduction of the Night Tube.
London is affordable for everyone. Bus service provision is based on a
Travel is free for all children under 11, number of considerations including
wheelchair users and all residents aged travel demand. After the Night Tube
60 and over. Londoners aged up to 18 is introduced demand for Night Bus
in full-time education get free bus and services will be monitored.
tram travel and discounts on our other
services. All UK residents over the state One of the biggest factors that
pension age can travel for free on buses determines affordability in London
in the Capital. is the cost of housing. This has risen
sharply in recent years, partly due to
a lack of supply. However, transport
can play a critical role in addressing
the situation and helping to deliver a
substantial amount of new housing.
36 Value for money and affordabilityCashless travel
Our equality objective • Maintain and improve the customer
We aim to ensure we offer value for service experience, particularly on buses
money for all Londoners with a clear
and well communicated fares structure. • Support housing supply by
building new homes on our land,
Our vision is to provide clear, consistent and using transport schemes to
communications and high levels of unlock new development
customer experience so that people
feel they receive good value for money. We will measure progress using:
To achieve this we will: • Feedback from equalities groups
on whether affordability continues
• Provide clearer information on fares to be a significant barrier to public
and payment types transport use
• Consider what value for money • Benchmark our performance in
means for our customers customer service and quality of
services against other similar (large
• Study the relationship between and mature) transport systems
social and economic inequalities in
London and the affordability of the • Customer Satisfaction Survey
transport network data on the level of customer
service provided
• Train staff to communicate correct
fare prices through the Fit for the
Future programme
Action on Equality: TfL’s commitments to 2020 37Health
Transport can play a significant role in enabling
people to be more active each day.
Active travel Cycling and walking levels tend
Londoners are facing the same to vary between London’s diverse
health challenges as people across communities. Older and disabled
the UK with ‘lifestyle’ diseases such as people are less likely to walk or cycle
diabetes, obesity and heart disease on and BAME groups are less likely to
the rise. Such conditions can take a toll cycle. To encourage more cycling, we
on health and life expectancy. A leading have awarded 31 community groups
cause of illness and early death among and not-for-profit organisations grants
Londoners today is physical inactivity. of up to £10,000, through Cycling
Grants London.
Transport can play a significant role in
enabling people to be more active each Young people are becoming less active
day, thereby improving their health and obesity in children is a major
and wellbeing. Cycling and walking concern. In 2013/14, obesity in the
are the main active ways of travelling Capital’s children was more than 18 per
in the Capital. Public transport is also cent higher than the rest of England,
an active mode of transport – half of so creating an environment where
all walking journeys are part of public active travel options are attractive and
transport trips. accessible to all is critical to improving
Londoners’ health.
Many more Londoners are choosing
to cycle than 10 years ago and the Air quality
distance and minutes they cycle each In addition to promoting healthy
day has increased. Most active travel travel options, transport plays a role
trips in the city are made by walking, in creating healthy environments. The
with little difference in gender. While transport system, specifically motor
the levels of walking by mode share vehicles, contributes significantly to
remains consistently high, the distance air pollution that has a negative impact
and minutes walked each day by on the health of Londoners. In 2010,
Londoners has fallen. there were the equivalent of more than
9,000 early deaths caused by pollutants
nitrogen dioxide (NO2) and PM2.5. NO2
is largely created by diesel vehicles.
38 Health36 67
17 27
Who is walking
12 as 25Percentage of groups
part of their weekly that walk per week
transport trip
100%
80%
60%
40%
20%
96%
0%
Older people
Disabled
BAME
of Londoners walk
at least once a week
Who is Cycling as Percentage of groups
part of their weekly that cycle per week
transport trip
10%
8%
6%
4%
14%
2%
0%
Older people
Disabled
BAME
Women
of Londoners cycle
at least once a week
Action on Equality: TfL’s commitments to 2020 39Some groups are more likely to live in To achieve this we will:
areas where air pollution levels are higher
and some are more vulnerable to air Active travel
pollution. People living in London’s most • Continue to embed the Healthy
deprived neighbourhoods are on average Streets approach set out in the
more exposed to poor air quality than Transport Action Plan – Improving the
those in less deprived areas. Children, Health of Londoners, to make streets
older people, and people living with more inviting for walking and cycling
certain chronic conditions are
particularly vulnerable. • Improve the design of streets and
footways we manage for pedestrians
Our equality objective
We aim for a transport system that • Work with boroughs, Business
promotes and improves the health Improvement Districts and community
of all Londoners. groups, to promote the good
design of streets and footways that
Our vision for a healthier London is a they manage, for example through
city where active travel is more attractive publication of guidance and good
and accessible to all, especially older, practice such as TfL Better Streets
disabled and BAME groups. This Delivered and the TfL Streets Toolkit
means improvement in the quality of
London’s streets, with more streets that • Continue the TfL Future Streets
encourage a healthy active lifestyle, for Incubator Fund to invest in ideas
example through greater provision of that improve London’s streets
Cycle Superhighways, Quietways and
safer junctions. A healthier London will • Work with boroughs to improve
also be a city with better air quality, wayfinding and street signage
bringing improved health to its residents
particularly deprived communities, the
young and older members of society.
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