FOI request detail

London Underground station staffing

Request ID: FOI-2258-1617
Date published: 12 July 2017

You asked

Dear FOI Officer, I am writing to you under the Freedom of Information Act 2000 to request the following information on the number of staff employed at London Underground stations between January and December 2016. Specifically, my question is: a) How many people were employed as London Underground station staff (all roles) on 1st January 2016? b) How many people were employed as London Underground station staff (all roles) on the last day of each calendar month in 2016? If it is not possible to provide the information requested due to the information exceeding the cost of compliance limits identified in Section 12, please provide advice and assistance, under your Section 16 obligations, as to how I can refine my request to be included in the scope of the Act. In any case, if you can identify ways that my request could be refined please provide further advice and assistance to indicate this. I look forward to your response within 20 working days, as stipulated by the Act. If you have any queries please don’t hesitate to contact me via email or phone and I will be happy to clarify what I am asking for, my details are outlined below. Best wishes

We answered

Thank you for your email received by us on 16 February 2017 asking for information about the number of staff in London Underground stations in 2016.

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. You asked:

a) How many people were employed as London Underground station staff (all roles) on 1st January 2016?

b) How many people were employed as London Underground station staff (all roles) on the last day of each calendar month in 2016?

Our Headcount Reporting is based on four week periods, consequently this data is held by reporting period rather than calendar month.

The headcounts in the following table are provided from 9 January 2016 to 7 January 2017:

Date Period & Fiscal Year Headcount
9 January 2016 Period 10 2016 6,000
6 February 2016 Period 11 2016 5,995
5 March 2016 Period 12 2016 5,920
31 March 2016 Period 13 2016 5,818
30 April 2016 Period 1 2017 5,759
28 May 2016 Period 2 2017 5,535
25 June 2016 Period 3 2017 5,307
23 July 2016 Period 4 2017 5,215
20 August 2016 Period 5 2017 5,249
17 September 2016 Period 6 2017 5,237
15 October 2016 Period 7 2017 5,228
12 November 2016 Period 8 2017 5,234
10 December 2016 Period 9 2017 5,229
7 January 2017 Period 10 2017 5,223

These changes came about as part of our Fit for the Future – Stations programme to improve the way London Underground delivers customer service. Staff moved from serving customers behind the ticket window to supporting them in the ticket hall face to face, using new mobile and vending technologies. Through this transition staff were given training in order to ensure they were able to provide a high level of customer service. The training programme was the largest ever delivered by London Underground and engaged every member of station staff. The programme included training on accessibility, ticket machine functionality, and ensuring lasting behaviour change. By using e-learning to deliver a large part of this programme the cost to the taxpayer was reduced significantly.

We have always been clear that we would review the Fit for the Future – Stations model after it had been in place for some time, to ensure it was delivering the high standard of customer service we envisaged. Following this review and a review by London TravelWatch, we have agreed with the trade unions that a further 325 additional new roles will be introduced to the Underground network this year. In total we will be recruiting at least 650 new station staff this year. We are continuing work to make changes to the network in line with the recommendations made in the London TravelWatch review.

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




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