Request ID: FOI-1580-2223 Date published: 17 October 2022
You asked
1. What is the average number of daily calls requesting a journey?
2. What is the average wait time for a caller?
3. How many people are in your contact centre to answer the telephone at one given time?
4. How many members of DAR users do you have?
5. What is the average age of your users?
6. I suspect most of them are pensioners, with many of them not having internet connectivity, so why does DAR persist in trying to get them to use the online booking system?
7. What software programme do you use to programme the journeys and when was it last updated?
8. When was the last time DAR conducted a review of actual working practice?
9. DAR recently made 90 drivers redundant, how many managers and other staff were made redundant at that time?
We answered
TfL Ref: FOI-1580-2223
Thank you for your request received by Transport for London (TfL) on 29th September 2022 asking for information about the Dial-A-Ride service.
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 the information you require. Your questions are answered in turn below:
Question 1. What is the average number of daily calls requesting a journey?
Answer: 1,100 calls a day on average.
Question 2. What is the average wait time for a caller?
Answer: Average wait time is 356 seconds.
Question 3. How many people are in your contact centre to answer the telephone at one given time?
Answer: Between 10 - 15 call handlers at any one time.
Question 4. How many members of DAR users do you have?
Answer: 32,909.
Question 5. What is the average age of your users?
Answer: 79.
Question 6. I suspect most of them are pensioners, with many of them not having internet connectivity, so why does DAR persist in trying to get them to use the online booking system?
Answer: This is not a request for recorded information under the terms of the Freedom of Information Act. That said, we do not currently have an online booking system for Dial-a-Ride - trips can currently be booked by telephoning or emailing us. Full details on how to book a trip can be found online at the TfL website: https://tfl.gov.uk/modes/dial-a-ride/bookings. We also send all new members an information pack in the post which sets out how they can make bookings and get in touch with us. We are in the process of agreeing a contract for a new booking and scheduling system which will include the functionality to book trips online for those customers who wish to. Alongside this we will still offer the option to telephone us to book trips.
Question 7. What software programme do you use to programme the journeys and when was it last updated?
Answer: “Trapeze” - last updated in 2018.
Question 8. When was the last time DAR conducted a review of actual working practice?
Answer: It is not clear what the phrase “actual working practice” refers to, as there are various working practices surrounding the provision of the service. If the question can be clarified we will look into it further.
Question 9. DAR recently made 90 drivers redundant, how many managers and other staff were made redundant at that time?
Answer:In light of significantly reduced trip demand as a result of Covid-19, Transport for London initiated an entirely voluntary Exit Programme for drivers and other operational colleagues. Around a third of Dial-a-Ride’s operational staff chose to take advantage of this, a total of 165 staff. The savings from the voluntary Exit Programme have covered any costs incurred. Since the start of the current financial year (2022/23) demand for our services has averaged 52% compared to pre-pandemic demand. We are starting to see demand grow and as a result are undertaking activity to increase staffing levels to support rising demand.
If this is not the information you are looking for 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,
David Wells FOI Case Officer FOI Case Management Team General Counsel Transport for London
