What quality assurance system do you have in place to monitor requests from TfL to MTR Crossrail for information requests such as the one sent below. This is a FOI Act request.

---

TfL Ref: 1809-1718

Thank you for your request received by Transport for London (TfL) on 3 October 2017 asking for information about what quality assurance system do you have in place to monitor requests from TfL to MTR Crossrail.

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.

What quality assurance system do you have in place to monitor requests from TfL to MTR Crossrail for information requests such as the one sent below?

We work closely with MTR and have daily reports which highlight all complaints and enquiries that customers have sent through to us. This is on top off sending “hand-off’s” through our CRM system MS Dynamics. If a case is incorrectly sent, this is firstly picked up by the stakeholder and they will inform us. We also work with MTR on periodic reports to ensure that all complaints made my customers mirror the amount of hand-off’s sent, to ensure that they have received every complaint.

As well as this, we also carrying out our own internal quality audits on every customer service advisor, where we check for any performance and quality assurance issues.

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

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

Back to top

---