Customer service & Op performance
Members: Dr Mee Ling Ng OBE (Chair), Dr Alice Maynard CBE (Vice Chair), Bronwen Handyside, Anne McMeel and Dr Lynn Sloman
- Committee members are also listed on the Customer service & Op performance panel details page
Meeting agenda and papers
Agendas, papers and minutes for meetings held after August 2021 are available on our Customer service & Op performance panel meetings page.
Meeting videos
Members are currently holding video meetings virtually. See a live stream or recorded session on our Committee and panel meetings page on YouTube.
Decision-making
TfL's decision-making structure and proceedings, together with Schemes of Delegation and Authorities, are laid out in the TfL standing orders. The TfL committees and panels document sets out the terms of reference for each committee and panel.
Both TfL's standing orders and TfL committees and panels documents can be found on the Standing orders page.
You are welcome to attend any meeting of TfL's Board, committees and/or panels. These are held in public, except where private, personal or specific financial information is to be discussed.
The date, time and venue for upcoming meetings is listed on the Public notice of meetings and on the meetings pages for the Board and each committee and panel. The public notice, plus other information on our meetings and Board Members, is available on the How we are governed page.
Papers are published five working days before each meeting (unless accepted by the relevant Chair as urgent items). When cases are urgent, decisions can be taken by the Chair, in consultation with Members, exercising Chair's Action. These are reported to the next available meeting and any public papers published.
2021 (from before August 2021) meeting papers
2020 meeting papers
2019 meeting papers
2018 meeting papers
2017 meeting papers
2016 meeting papers
Quarterly reports
The panel produces quarterly reports that look at TfL's performance in relation to the themes of the Mayor's Transport Strategy.