At 12.55 on 9 September 2020, the TFL Access twitter account announced it was closing. Under the freedom of information act I would like a copy of any equality impact assessment covering the decision to close the tfl access twitter account. I also request any information held in connection with any public consultation in respect of this decision, or the decision to not hold a public consultation.

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Our Ref: FOI-1046-2021

Thank you for your request received on 9 September 2020 asking for information about the TfL Access Twitter account.

Your request has been considered 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 require.

We have consulted on changes to our social media profiles regularly including providing updates at our Independent Disability Advisory Group (IDAG) meetings.

Twitter users were asked to provide feedback at many stages including:

• Social Media Satisfaction Surveys (yearly) publicised on @TfLAccess
• Bespoke survey publicised on @TfLAccess
• Twitter Polls and questions on @TfLAccess

The themes we asked for feedback on included:

• Where/how do customers look for information (service updates, news, campaigns)
• What customers use @TfLAccess for (asking questions, news, customer service)
• How customers access service updates
• Satisfaction question to benchmark and track across time periods
• Open questions for any feedback

Please find attached the Equality Impact Assessment (EqIA) that was prepared. We also commissioned a bespoke research project for accessibility customers. We have included specific research points for accessibility customers in many research projects.

Our digital team have analysed social media queries to @TfLAccess and how customers interact with the profile, including sentiment, satisfaction and relevance.

Customers have been directed to use our travel tools including the TfL Journey Planner and station pages. The @TfL profile has not been changed as no necessary changes were identified.

If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free to contact me.

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.

Yours sincerely

Gemma Jacob

Senior FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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