TFL's package of enhanced customer features for a bus route
Request ID: FOI-0282-2122 Date published: 02 June 2021
You asked
Hello TFL
I have a FOIA request:
Last month, a user on Twitter said, "Interesting to hear on grapevine that TfL are planning a package of enhanced customer features on a 'pilot' bus route - like better interiors with nicer seats & info screens, local marketing as well as upgraded bus stops. Interested to see if it happens, if so what effect it has."
He also said, "The route I'm hearing will be the testbed is the 63"
Source:
https://twitter.com/thomasbowell/status/1378472175041183744
1. Can you release the specification of the new enhanced customer features including interior specification for the trial?
2. Can you confirm the testbed will be on route 63, can you also confirm other bus routes please?
3. What is the cost of the project?
4. Is Abellio involved in the project?
5. Can you confirm the make and model of the bus expected to be used for the project?
6. Will the new enhanced customer features be available on all electric buses once Abellio start the new route 63 contract on 13 November 21?
7. Can you list the current and upcoming projects for London Buses for the purpose of improving customer satisfaction?
We answered
TfL Ref: FOI-0282-2122 Thank you for your request of 6th May 2021 asking for information about a package of enhanced customer features for London buses. Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. You wrote: “Last month, a user on Twitter said, "Interesting to hear on grapevine that TfL are planning a package of enhanced customer features on a 'pilot' bus route - like better interiors with nicer seats & info screens, local marketing as well as upgraded bus stops. Interested to see if it happens, if so what effect it has." He also said, "The route I'm hearing will be the testbed is the 63" Source: https://twitter.com/thomasbowell/status/1378472175041183744 “ You then asked 7 questions in relation to this. Your questions are answered in turn below: Question 1: Can you release the specification of the new enhanced customer features including interior specification for the trial? TfL does not hold the information requested as the specification has not yet been finalised. Note that we will proactively publish details of the package once it is agreed. Question 2: Can you confirm the testbed will be on route 63, can you also confirm other bus routes please? We have not approved this for any of our routes including the one you mention. Question 3: What is the cost of the project? TfL does not hold the requested information as the specification and costs have not yet been agreed. Question 4: Is Abellio involved in the project? We have been speaking to all bus operators about improving customer experience, including Abellio. Question 5: Can you confirm the make and model of the bus expected to be used for the project? We have been initially focussing on the BYD/ADL double deck electric vehicle. Question 6: Will the new enhanced customer features be available on all electric buses once Abellio start the new route 63 contract on 13 November 21? We have not approved this for any of our routes including the one you quote. Question 7: Can you list the current and upcoming projects for London Buses for the purpose of improving customer satisfaction? We continually look at a wide variety of new ideas, and consider whether, when and how they could be deployed on the London bus network. These range from the design of the bus, customer information, website and app design, stops and shelters as well as network design and reliability. The buses section of our website provides information on our bus operations, and is updated on a regular basis: https://tfl.gov.uk/modes/buses/ In particular, I would point you to the ‘Improving buses’ page: https://tfl.gov.uk/modes/buses/improving-buses?intcmp=42923 If you are considering submitting a further FOI request please think carefully about whether the request is essential at this current time, as answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. Where requests are made, please note that our response time may be impacted by the current situation. 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, David Wells FOI Case Officer FOI Case Management Team General Counsel Transport for London
