Request ID: FOI-1053-2223 Date published: 15 August 2022
You asked
On Sunday 31st July 2022, 7 x Licensed TfL Ambassadors were requested at Wembley Central, and 20 x Licensed TfL Ambassadors were requested at Wembley Park, to assist customers and provide information during the Women's Euros 2022 Final football match.
Under the FOI Act, I would like to request the following information:
1. How many TfL Ambassadors attended their shift, out of the 27 who booked a shift?
2. How many TfL Ambassadors were showing on SAP at any point during their TfL Ambassador shifts as;
a) on Annual Leave
b) Sick
c) Rostered to work
3. I would like you to check the Station Evacuation Register / Visitor form for the day and confirm how many TfL Ambassadors;
a) Arrivee late (i.e. signed in after their shift start time)
b) Left early (i.e. signed out before their shift finish time) 4. How many hours payment will the TfL Ambassadors receive who were either late, or left early, or both?
5. What sanctions are you imposing in relation to lateness and non-attendance?
6. What sanctions are you imposing in relation to those TfL Ambassadors who were on Annual Leave, off Sick, or their TfL Ambassador shift overlapped with their working hours?
I would like to further know:
7. Why were the unbooked shifts initially opened to everyone but not later when they were cancelled? Once they had been opened to everyone, they should have remained open to everyone. There have been too many cancellations which created more workload and cost for TfL unnecessarily.
8. Where is it written in any TfL Policy that certain groups of people (e.g. those who have already worked a Licensed TfL Ambassador shift recently) can be excluded from booking shifts? If this is not backed up by a written policy, this might be perceived as discrimination or victimisation.
We answered
TfL Ref: FOI-1053-2223
Thank you for your request received by Transport for London (TfL) on 31 July 2022, asking for information about TfL Ambassadors at Wembley stations.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm that we hold some of the information you require. You asked:
How many TfL Ambassadors attended their shift, out of the 27 who booked a shift?
6/7 at Wembley Central
19/20 at Wembley Park
How many TfL Ambassadors were showing on SAP at any point during their TfL Ambassador shifts as;
a) on Annual Leave b) Sick c) Rostered to work
As some of these categories contain a small figure, it means that disclosure could potentially identify specific individuals. We therefore consider this information is exempt from disclosure under section 40(2) of the FOI Act as disclosure of the figures would be a breach of the first data protection principle. This information constitutes sensitive personal data as defined in section 2 of the Data Protection Act 1998 (DPA) and was provided in confidence for monitoring purposes. These individuals would have a reasonable expectation that the information would not be disclosed in a manner that would identify any particular person and it would be unfair to them to do so. Therefore, this information is exempt as we consider that it would not be fair to provide this data.
I would like you to check the Station Evacuation Register / Visitor form for the day and confirm how many TfL Ambassadors;
Arrived late (i.e. signed in after their shift start time)
According to the evacuation and visitor record 3 Ambassadors were signed in after their start time.
Left early (i.e. signed out before their shift finish time)
Unfortunately, not all Ambassadors remembered to sign out of the evacuation register. None of those that signed out left early. It is at the discretion of the Event Manager what time staff are allowed to leave – if this is before their finish time. Unless of course there is a medical or other emergency where the member of staff must leave either for themselves or others.
How many hours payment will the TfL Ambassadors receive who were either late, or left early, or both?
We reserve the right to amend the rewards for any TfL Ambassadors who were late/worked shorter hours than required
What sanctions are you imposing in relation to lateness and non-attendance?
We reserve the right to amend the rewards for any TfL Ambassadors who were late/worked shorter hours than required. We also reserve the right to preclude TfL Ambassadors from booking further shifts if there is reason to do so
What sanctions are you imposing in relation to those TfL Ambassadors who were on Annual Leave, off Sick, or their TfL Ambassador shift overlapped with their working hours?
If this is the case then we would look into what response was appropriate. Every time a TfL Ambassador books a shift, their Line Manager receives an automated email advising them of the shift – if their Line Manager sees it as a breach and asks us to cancel it we would do so.
Why were the unbooked shifts initially opened to everyone but not later when they were cancelled? Once they had been opened to everyone, they should have remained open to everyone. There have been too many cancellations which created more workload and cost for TfL unnecessarily.
We offered cancelled shifts out to people who had not worked a recent shift in case there were people who had not been able to book a shift when they initially went live but were still eligible (e.g. if someone was eligible to book a shift but was in a meeting when they went live). We always try to ensure shifts are offered in the fairest way to ensure everyone has the opportunity to book shifts. This does not create unnecessary workload, this is a process we follow.
Where is it written in any TfL Policy that certain groups of people (e.g. those who have already worked a Licensed TfL Ambassador shift recently) can be excluded from booking shifts? If this is not backed up by a written policy, this might be perceived as discrimination or victimisation.
Our rules are always clearly stated in each event announcement. During a previous audit, serious concerns were raised that some TfL Ambassadors were working shifts constantly – which was not only meaning their work life balance was suffering but it also meant other TfL Ambassadors were not able to maintain their licences as they were not able to book the minimum shifts required per year to do so. We try to make the process as fair as possible, especially with weekend shifts, and offer them to people who have not worked a shift recently initially. If, after this, there are still shifts available then we usually open them to everyone.
If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.
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
Eva Hextall FOI Case Management Team General Counsel Transport for London
