CIA positions for tube closures
Request ID: FOI-3626-1920
Date published: 14 July 2021
You asked
Please accept this as a FOI request to provide the locations and number of your Customer Information Assistants that are present at tube station entrances,bus stops and any other locations TFL deem necessary when a part or the whole of a tube line is closed for planned engineering works
I would like this information for your tube closures from 1st October 2019 to 16th February 2020
This can be provided on a closure by closure basis to assist you
We answered
TfL Ref: FOI-3626-1920
Thank you for your request received by Transport for London (TfL) on 20th February 2020 asking for information about the deployment of Customer Information Assistants (CIAs) during planned closures on the London Underground.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“Please accept this as a FOI request to provide the locations and number of your Customer Information Assistants that are present at tube station entrances, bus stops and any other locations TFL deem necessary when a part or the whole of a tube line is closed for planned engineering works. I would like this information for your tube closures from 1st October 2019 to 16th February 2020 This can be provided on a closure by closure basis to assist you.”
I can confirm that we hold the information you require. However, to answer your questions exactly as asked would exceed the cost limit for responding to cases as set out under section 12 of the Freedom of Information Act. Under section 12, a public authority such as TfL is not obliged to provide information if it would cost more than £450 to determine if the information is held, and to then locate, retrieve or extract it from other information. This is calculated at a rate of £25 per hour, equivalent to 18 hours work. This is because to find out exactly where the CIAs were deployed one each occasion we would have to cross-reference all the CIA provider invoices against the TfL requests for provision to identify if the request was met. The invoices are not readily available, and the easiest way to source them would be to contact the supplier to obtain them. We would also then have to check internal records further to identify whether, on the day in question, the staff had to be relocated to other locations due to operational reasons (for example, due temporary bus stop closures). We do not believe this is achievable within the 18-hour costs limit. However, that said, we can provide you with the following, related information which we hope is of use.
The role of the CIA is to provide information, assistance and reassurance to London Underground customers during planned closures, particularly where rail replacement bus services are provided. CIAs are provided at locations where their use can be justified during planned track and / or station closures, in addition to planned events. They are used to “bridge the gap” between the Station Entrance and any alternative transport provision, with their primary role being to provide information, assistance and reassurance to customers. CIAs are not permitted to work within London Underground stations (including ticket halls or on platforms) and thus complement permanent London Underground (LU) members of staff who are unable to work beyond the limit of LU property.
CIA numbers and locations are specified by the Rail Closure Planning team in order to provide continuity and a best value, high quality service, especially in cases where rail replacement bus stops are located some distance away from the station they serve. Their locations are initially identified during bus route surveys and closure review feedback - therefore no closure has exactly the same volume of CIAs or porters working on it.
The table below shows the number of CIAs, CIA supervisors and porter hours per closure for the period requested.
|
Day
|
Date
|
Closure
|
CIA hours
|
CIA Supervisor hours
|
Porters hours
|
|
Sat 05/10/2019
|
Saturday
|
District: South Kensington to Hammersmith, Wimbledon, Edgware Road and Kensington (Olympia)
|
225:15
|
38:45
|
|
|
Sun 06/10/2019
|
Sunday
|
District: South Kensington to Hammersmith, Wimbledon, Edgware Road and Kensington (Olympia)
|
189:30
|
33:00
|
|
|
Sat 12/10/2019
|
Saturday
|
District: Earl's Court to East Ham
H&C: Baker Street to Barking
Metropolitan: Aldgate to Baker StreetCircle:
|
276:30
|
39:00
|
|
|
Sun 13/10/2019
|
Sunday
|
District: Earl's Court to East Ham
H&C: Baker Street to Barking
Metropolitan: Aldgate to Baker StreetCircle:
|
235:00
|
36:30
|
|
|
Sat 19/10/2019
|
Saturday
|
District: South Kensington to Hammersmith / Wimbledon / Edgware
Road / Olympia
Circle line: Edgware Road to Aldgate via Victoria
|
225:15
|
38:45
|
|
|
Sun 20/10/2019
|
Sunday
|
District: South Kensington to Hammersmith / Wimbledon / Edgware
Road / Olympia
Circle line: Edgware Road to Aldgate via Victoria
|
189:30
|
33:00
|
|
|
Sat 26/10/2019
|
Saturday
|
District: Tower Hill to East Ham
H&C: Hammersmith to Barking
|
276:30
|
39:00
|
|
|
Sun 27/10/2019
|
Sunday
|
District: Tower Hill to East Ham
H&C: Hammersmith to Barking
|
235:00
|
36:30
|
|
|
Sat 02/11/2019
|
Saturday
|
District: Aldgate East to Wimbledon, Ealing Broadway, Richmond, Edgware Road and Kensington (Olympia)
Circle: Aldgate to Edgware Road (via Victoria)
|
245:15
|
49:00
|
|
|
Sun 03/11/2019
|
Sunday
|
District: Aldgate East to Wimbledon, Ealing Broadway, Richmond, Edgware Road and Kensington (Olympia)
Circle: Aldgate to Edgware Road (via Victoria)
|
210:00
|
45:15
|
|
|
Sun 10/11/2019
|
Sunday
|
Queen's Park - H&W
|
170:00
|
20:00
|
|
|
Sat 16/11/2019
|
Saturday
|
District: South Kensington to East Ham
H&C: Baker Street to Barking
Metropolitan: Aldgate to Baker Street;
Circle: No service
|
342:00
|
54:00
|
|
|
Sun 17/11/2019
|
Sunday
|
District: South Kensington to East Ham
H&C: Baker Street to Barking
Metropolitan: Aldgate to Baker Street;
Circle: No service
|
278:00
|
48:00
|
|
|
Sat 30/11/2019
|
Saturday
|
District: Tower Hill to East Ham
H&C:Hammersmith to Barking
(Non stopping at Whitechapel LO)
|
325:00
|
39:00
|
|
|
Sun 01/12/2019
|
Sunday
|
District: Tower Hill to East Ham
H&C:Hammersmith to Barking
(Non stopping at Whitechapel LO)
|
268:00
|
33:30
|
|
|
Sun 08/12/2019
|
Sunday
|
Externding Enginering hours - Sunday until 1000
Metropolitan; Aldgate to Baker Street
H&C: Baker Street to BarkingDistrict: Embankment to East Ham
Circle: Full line
|
80:00
|
11:00
|
|
|
Sun 15/12/2019
|
Sunday
|
Externding Enginering hours - Sunday until 1000
Metropolitan; Aldgate to Baker Street
H&C: Baker Street to BarkingDistrict: Embankment to East Ham
Circle: Full line
|
80:00
|
11:00
|
|
|
Sun 22/12/2019
|
Sunday
|
Externding Enginering hours - Sunday until 1000
Metropolitan; Aldgate to Baker Street
H&C: Baker Street to BarkingDistrict: Embankment to East Ham
Circle: Full line
|
80:00
|
11:00
|
|
|
Sun 29/12/2019
|
Sunday
|
Metropolitan; Aldgate to Baker Street
H&C: Baker Street to Barking District:South Kensington to East Ham
Circle: Full line
|
278:00
|
48:00
|
|
|
Sat 04/01/2020
|
Saturday
|
District: Earl's Court to East Ham
H&C: Liverpool Street to Barking
Circle: Aldgate to Edgware Road (via Victoria)
|
342:00
|
54:00
|
|
|
Sun 05/01/2020
|
Sunday
|
District: Earl's Court to East Ham
H&C: Liverpool Street to Barking
Circle: Aldgate to Edgware Road (via Victoria)
|
278:00
|
48:00
|
|
|
Sat 11/01/2020
|
Saturday
|
Metropolitan: Aldgate to Northwood and Uxbridge
Jubilee: Waterloo to Wembley Park
|
576:00
|
53:00
|
|
|
Sun 12/01/2020
|
Sunday
|
Metropolitan: Aldgate to Northwood and Uxbridge
Jubilee: Waterloo to Wembley Park
|
480:30
|
44:30
|
|
|
Sun 26/01/2020
|
Sunday
|
Turnham Green - Richmond
|
101:00
|
17:00
|
|
|
Sat 01/02/2020
|
Saturday
|
District:Earl's Court to Ealing Broadway and Richmond
Piccadilly: Hammersmith to Heathrow and Uxbridge
|
865:30
|
100:30
|
340:00
|
|
Sun 02/02/2020
|
Sunday
|
District:Earl's Court to Ealing Broadway and Richmond
Piccadilly: Hammersmith to Heathrow and Uxbridge
|
747:00
|
87:30
|
289:00
|
|
Sat 08/02/2020
|
Saturday
|
District: Earl's Court to Barking
H&C Liverpool Street to Barking
Circle: Aldgate to Edgware Road (via Victoria)
|
342:00
|
54:00
|
|
|
Sun 09/02/2020
|
Sunday
|
District: Earl's Court to Barking
H&C Liverpool Street to Barking
Circle: Aldgate to Edgware Road (via Victoria)
|
278:00
|
48:00
|
|
|
Sat 15/02/2020
|
Saturday
|
District: South Kensington to Edgware Road, Wimbledon, Acton Town,
Richmond and Kensington (Olympia)
Piccadilly: Hyde Park Corner to Acton Town
|
613:15
|
79:15
|
200:00
|
|
Sun 16/02/2020
|
Sunday
|
District: South Kensington to Edgware Road, Wimbledon, Acton Town,
Richmond and Kensington (Olympia)
Piccadilly: Hyde Park Corner to Acton Town
|
527:15
|
73:00
|
170:00
|
|
Sun 16/02/2020
|
Sunday
|
Queen's Park - H&W
|
140:30
|
18:00
|
|
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
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