FOI request detail

DLR Complaint

Request ID: FOI-2660-1718
Date published: 28 February 2018

You asked

Tell MAMA would therefore like to make a freedom of information request on behalf of XXX to determine the outcome of this investigation. As part of this, we request that both Tell MAMA and XXX are kept informed regarding of any progress made on this matter.

We answered

Our ref: FOI-2660-1718

Thank you for your email received by Transport for London (TfL) on 1 December 2017, requesting information relating to a complaint raised by XXX. I am sorry for the delay in replying.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy.

You have asked for information on the outcome of the investigation in to the allegations raised against staff at Woolwich Arsenal DLR station. Unfortunately  we do not hold the information you require.

KeolisAmey Docklands Ltd (KAD) operates Docklands Light Railway (DLR) trains and stations and maintains much of the network on TfL’s behalf. Station staff are therefore employed by KAD rather than directly by TfL. DLR staff receive extensive customer service training when they join and throughout their career so they are able to deliver the highest level of customer service.

When we were first made aware of this incident, the manager of Woolwich Arsenal was informed, and spoke to the staff member in question and took necessary action. TfL does not hold details of the outcome or action taken against an individual who is not a direct employee of TfL, however we can assure you that we take all complaints seriously and use feedback provided by our customers to help improve our service.

We can advise that from the recruitment phase and throughout employment KAD ensure that training focuses on the specific requirements which each role will require.  As part of the stations function, KAD promotes recruitment from the local areas to cater for the bespoke nature of each location and the community needs.  The majority of staff at Woolwich Arsenal either live or have lived within the area, so are very aware of the diversity of the location and KAD re-enforces throughout employment that their behaviours adapt, dependent on the situation.

As part of KAD’s continuous training regime, customer service remains at the forefront of the focus in line with safety.  Below is an overview of some of the key areas in relation to this;

•           Service Signature – All staff undergo service signature training which encourages staff to ‘think like a customer’ and identify personalised customer needs to deliver excellent customer service.

•           Conflict Avoidance – If any staff are identified as benefitting, they are required to undertake bespoke conflict avoidance training which emphasises situations front line staff will be faced with and mechanisms to deal with these situations in a professional manner.

•           Diversity training – From January 2018 all front line staff will receive diversity training.

Following training, all stations staff are managed via KAD’s risk based Competence Management System (CMS) which ensures staff maintain high standards of technical, non-technical and behavioural competence.  This involves regular examinations, assessment, incident review and line manager quality checks to maintain high standards of competence in all areas.

With regard to TfL’s policies, we are committed to embedding the values of equality and inclusion in everything we do, from our business practices to our transport services. We serve a diverse city and that’s why equality and inclusion is so important to us. The way we treat our customers, support our people and work with our partners is central to making Every Journey Matter. Our commitments focus on themes our customers, stakeholders and staff identified as being important to them, and build on research into equality and inclusion issues in the Capital.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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