Despite me repeatedly pointing out the erroneous representation on your step free access guide that there is no step free access to the Northern Line at London Bridge, several times including in this tweet: https://twitter.com/kingqueen3065/status/954286086238474240?s=19 Your new Step Free Tube Guide, dated March 2018, still features this error. I want to know what processes you have for ensuring that updates to the map are identified, tracked and actioned. I also want to see copies of the list of pending updates over the last 12 months, including details as to whom originated each planned update, what was changed and why.

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TfL Ref: FOI-0138-1819

Thank you for your request received by Transport for London (TfL) on 16 April 2018 asking for information about the Step Free Access (SFA) guide.

Your request has been processed in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you requested. You asked:

I want to know what processes you have for ensuring that updates to the map are identified, tracked and actioned. I also want to see copies of the list of pending updates over the last 12 months, including details as to whom originated each planned update, what was changed and why.

I can confirm that the error you highlighted regarding no step free access to the Northern Line at London Bridge has now been rectified. 

We follow this process when making changes to the online SFA map:

1. Station works impacting the step free access status are completed.

2. The Customer Information Operations team are notified that works are completed and are relevant information e.g. platform gap size /  boarding ramp type.

3. A cartographer is instructed to edit the map.

4. The map is returned to Customer Information team for proofing and sign off.

5. The PDF of the revised map is sent to the Digital team with a request to upload it onto the TfL website.

6. The map is uploaded on to tfl.gov.uk

Our printed product is updated twice annually.

I have attached a spreadsheet showing feedback received in relation to the SFA map and the subsequent investigation or actions taken over the last 12 months. Please note we have not included any staff names in the attached tracker. This is done in accordance with TfL’s obligations under the Data Protection Act 1998 (DPA), as required by section 40(2) of the FOI Act. This is because disclosure of this personal data would be a breach of the DPA, specifically the first principle of the DPA which requires all processing of personal data to be fair and lawful.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Melissa Nichols

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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