TfL Ref: 2242-2223.
Thank you for your request received by Transport for London (TfL) on 5 December 2022 asking for information about London Overground Customer Information Systems (CIS).
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 have asked the following questions:
Q1:
The following stations all previously used the Amey system but have now switched to the Atos Worldline system:
Blackhorse Road, Crouch Hill, Gospel Oak, Harringay Green Lanes, Leyton Midland Road, Leytonstone High Road, Walthamstow Queens Road, South Tottenham, Upper Holloway, Wanstead Park, Woodgrange Park, all previously used the Amey system.
• When exactly did this happen? If you have the exact date that would be great but if not then just roughly when?
We can advise that the actual changeover happened between 11 July 2022 and 17 July 2022.
• What exactly was the reason you replaced the Amey system at these stations?
With the opening of the new Barking Riverside Station, the Amey system is currently in maintenance mode and is no longer being developed. This meant that stations between Gospel Oak and Barking on the Amey system would not be able to announce and display the new station. Numerous options were considered, but replacing the system was considered the best option.
Q2:
The following stations all previously used the Thales system but have now switched to the Atos Worldline system:
Canada Water, Dalston Junction, Haggerston, Hoxton, Rotherhithe, Shadwell, Shoreditch High Street, Surrey Quays, Wapping, Whitechapel, all previously used the Thales system.
• When exactly did this happen? If you have the exact date that would be great but if not then just roughly when?
We recall that this occurred around May 2020; delivered internally by Transport for London.
• What exactly was the reason you replaced the Thales system at these stations?
The hardware and software for this system were reaching the end of their functioning life and becoming difficult to maintain. We also felt that the software didn’t sufficiently meet passenger needs, as incorrect information would be given about the train service. Numerous options were considered and replacing the system was considered the best option.
Q3:
At Bushey the CIS on P1/P2 is still the Amey system but the Customer Information System - CIS on P3/P4/P5/P6 has switched to the Atos Worldline system.
• When exactly did this happen? If you have the exact date that would be great but if not then just roughly when?
We can advise the CIS system has been with Atos Worldline since train operating company Arriva Rail London began its Concession Agreement with Transport for London for running London Overground services commencing 13 November 2016.
Prior to then, when the network was previously run by London Overground Rail Operations, a 50/50 joint venture between Arriva UK Trains and MTR Corporation, having reviewed various documentation that was passed over during this time, it appears that the CIS was not upgraded from Worldline to Amey when it was installed on London Overground during 2011, however, we have not been able to find a precise date.
• Is the Atos Worldline CIS now used on P3/P4/P5/P6 at Bushey still controlled by London Overground (Arriva Rail London)? Or has control of it switched to London North Western Railway (West Midlands Trains)?
Control of this system has always been with London North Western Railway (London Midland previously). We are currently in the process of moving control from them to London Overground (Arriva Rail London).
Q4:
At Stratford the CIS on P1/P2 has switched from the Amey system to the Atos Worldline system.
• When exactly did this happen? If you have the exact date that would be great but if not then just roughly when?
The switch over occurred on 7 September 2022.
• Is the Atos Worldline CIS now used on P1/P2 at Stratford still controlled by London Overground (Arriva Rail London)? Or has control of it switched to Elizabeth Line (MTR Crossrail)?
Control switched from Arriva Rail London to MTR Crossrail on the same day it integrated into their existing system at the station.
Q5:
The following stations all still appear to have the Amey system in use:
Acton Central, Anerley, Brockley, Brondesbury, Brondesbury Park, Bushey, Caledonian Road & Barnsbury, Camden Road, Canonbury, Carpenders Park, Clapham High Street, Crystal Palace, Dalston Kingsland, Finchley Road & Frognal, Forest Hill, Gunnersbury, Hackney Central, Hackney Wick, Hampstead Heath, Harlesden, Harrow & Wealdstone, Hatch End, Headstone Lane, Highbury & Islington, Homerton, Honor Oak Park, Imperial Wharf, Kensal Green, Kensal Rise, Kentish Town West, Kensington Olympia, Kenton, Kew Gardens, Kilburn High Road, New Cross Gate, North Wembley, Norwood Junction, Penge West, Queens Park, Shephards Bush, South Acton, South Hampstead, South Kenton, Stonebridge Park, Sydenham, Wandsworth Road, Watford High Street, Wembley Central, West Croydon, West Brompton, West Hampstead, Willesden Junction, all still have the Amey system in use.
However I was talking to a London Overground staff member at a station recently and he told me that he had heard that the Amey system was life expired and due to be replaced soon. So I would like to ask about this. I am interested in finding out more.
• Can you confirm if this is correct that you are looking to replace the Amey system? If so when exactly will this happen or if you do not know exactly then when do you estimate that it will happen?
We have issued a tender to replace the Amey system.
• What system will be installed to replace the Amey system at all of these stations? Would I be correct in presuming it would be the Atos Worldline system that you have used to replace it elsewhere?
The system chosen would be subject to the tender award.
Q6:
At the remaining London Overground stations with the Amey system I am interested in what support still remains available.
• Is support and maintenance for your Amey system still available from Amey currently? Or is it no longer available anymore?
Amey provide software support, whilst hardware maintenance is provided by Telent.
• Do you have any other contractors that maintain your Amey system? Or is it all done in house by London Overground yourself?
All software support is implemented by Amey.
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
Jasmine Howard
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
