Single Equality Scheme

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MAYOR OF LONDON Transport for London

Consultation document

May 2012

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resources in infrastructure, staff training and engaging with our passengers, stakeholders and service users. This year, following an in-depth external review carried out as part of the Equality Framework for Local Government, TfL was awarded the excellence level for achievement in equality – an accolade the organisation is rightly proud of. However, this does not mean that TfL is complacent. The challenge to provide accessible services to a growing and changing city, and to attract and retain the best employees from all of London’s communities, remains. This consultation for our Single Equality Scheme (SES) is a significant element of our planning to build on our successes and to address areas where improvements are needed. TfL wants to know what you think it does well, what it needs to do to improve and what you would like us to consider in terms of developing our services or employment practices. As part of the process, TfL will engage with our partners in London’s boroughs as well as with other organisations such as the Metropolitan Police Service (MPS), British Transport Police (BTP) and the Greater London Authority (GLA). TfL will also involve representatives from organisations representing the Capital’s diversity on key themes including safety and security, young people and affordability.

Last year, TfL consulted widely on the accessibility issues within the Mayor’s Transport Strategy (MTS). This led to the publication in March 2012 of ‘Taking forward the Mayor’s Transport Strategy Accessibility Implementation Plan’. This document sets out TfL’s plans for improving access to its services for disabled people, and this will be incorporated into the SES. Following the period of consultation, TfL will publish its SES in October 2012. The scheme will contain an action plan which will run until 2015. It will also set out how TfL will keep Londoners informed on progress.

I know that a lot of organisations working in the equalities field receive many invitations to be involved in consultations such as this. But as transport is such an enabling factor in improving equality of opportunity and broadening people’s horizons, I hope you will get involved. Your views and ideas are crucial if we are going to meet our aim of providing transport and employment opportunities for all.

Michèle Dix

Managing Director, Planning TfL

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4 Chapter 1 The purpose of this document

Chapter 1

The purpose of this document

This document sets out what TfL has

done, and what it plans to do, to ensure equality is embedded into everything it does.

It captures key issues that passengers have said are important to them. It is critical for TfL to continue to consult with people as this helps the organisation shape and deliver the services they require.

This document sets out:

• How legislation and governance influence equality at TfL

• The Mayor’s vision ‘Equal Life Chances for All’

• The equality duty

• TfL’s understanding of the issues affecting passengers across all equality groups

• TfL’s achievements and current activities against its equality schemes

• How TfL will consult with

stakeholders to develop the SES

• Proposed research to understand the barriers people face when accessing public transport

• How TfL’s workforce will represent London’s communities

How people can influence TfL’s SES

During summer 2012, TfL will be

engaging with London’s communities and listening to their views through a series of activities. This process will look at:

• The transport issues that people in equality groups face

• What TfL is doing to address these issues over the next three years

• How TfL plans to improve the transport system

• Londoners’ views on planned future activity

TfL’s SES Equal Life

Chances for All

MTS Accessiblity Implementation Plan Mayor’s Transport Strategy (MTS)

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The ways that TfL will do this include: • A round table event to look at best

practice and cross-organisational issues, such as personal safety and security and access to employment

• Consultation with London-wide stakeholders and groups

• Research in areas where more information is needed

When research and consultation has been completed, TfL will:

• Develop a three-year action plan to address the issues that have been raised

• Improve decision making and policy development, based on a clearer understanding of customer needs

• Provide services that better meet the needs of all passengers, particularly in terms of safety, security and accessibility

• Make its workforce more balanced and representative of London’s communities, thanks to better policies, targeted recruitment and more highly trained staff

• Improve levels of customer and employee engagement, listening to passengers and staff and improving facilities across the transport network

Make service improvements Evaluate service improvements through feedback Communicate results to customers Develop proposals and services based

on user need Identify user needs

through research and customer feedback

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6 Chapter 2 How Londoners can get involved

Responses from Londoners will help TfL address the problems people face when using the Capital’s transport network or, if they are employed by TfL, the issues they may encounter in the workplace. TfL endeavours to consider the needs of the whole community and, in particular, those who face barriers or difficulties when travelling on public transport in London. TfL wants to know what people think about transport in the Capital and what it can do to help people get around more easily.

Anyone who would like to comment should do so by 20 July 2012.

Email groupe&[email protected]

or write to:

Equality and Corporate Sustainability Strategy and Planning

10th Floor Windsor House 42-50 Victoria Street London SW1H 0TL

Alternatively, complete the online questionnaire at tfl.gov.uk/equality

Chapter 2

How Londoners can get involved

What else would you like TfL to do?

TfL would

like to hear

What do you think TfL can improve? What do you think

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8 Chapter 3 TfL and the services it provides

TfL is the integrated body responsible for the Capital’s transport system. It is part of the GLA Group and develops and implements the MTS.

TfL is committed to being the world’s leading transport authority, delivering safe, reliable and integrated transport for all Londoners.1

The Mayor believes that: ‘London’s transport system should excel among those of world cities providing access to opportunities for all its people and enterprises, achieving the highest

environmental standards and leading the world in its approach to tackling urban transport challenges of the 21st Century.’2

Chapter 3

TfL and the services it provides

Every day, TfL provides transport

services for more than 10 million people across the Capital.

It manages the Capital’s buses, London Underground (LU), London Overground, Docklands Light Railway (DLR) and the trams. It also runs London River Services, Victoria Coach Station and London Transport Museum.

As well as running the Congestion Charging scheme, TfL manages a 580km network of main roads, all of the Capital’s 6,000 traffic lights and regulates the taxi and private hire trade.

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TfL promotes road safety, cycling and walking initiatives, and works with schools, businesses and other organisations to develop smarter travel plans. To assist disabled people, it operates Dial-a-Ride, a door-to-door assisted transport service for people who find it difficult to use public transport. It also funds local transport initiatives and street improvements across the 33 boroughs.

In 2010, TfL introduced Barclays Cycle Hire, offering public cycle hire for short journeys in and around central London. In March 2012, Phase 2 of the scheme was introduced, extending it to east London.

TfL works closely with the BTP, MPS and the City of London Police to ensure people can travel around the Capital

safely. On behalf of the Mayor, the London Transport Community Safety Partnership (LTCSP) – which is made up of the police agencies, TfL and a number of other key organisations with an interest in safe and secure transport in the Capital – has produced a

Community Safety Plan called The Right Direction. This document recognises the importance of protecting those who may be at greater risk or are more vulnerable when travelling in the Capital. TfL is also responsible for providing transport infrastructure for the

London 2012 Olympic and Paralympic Games. It is working in partnership with the Olympic Delivery Authority and the London Organising

Committee of the Olympic Games to ensure that there is a physical and behavioural transport legacy.

1_{Londoners refers to anyone in London, including permanent and temporary residents, visitors, workers and tourists}

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10 Chapter 4 The Mayor’s ‘Equal Life Chances for All’

Chapter 4

The Mayor’s ‘Equal Life

Chances for All’

improvements for the city, and reduce the economic downturn on the most vulnerable, disadvantaged and

newly arrived communities’.3

The framework will embed equality at the heart of business and corporate planning and ensure that services delivered by the GLA Group are accessible and appropriate to all Londoners.

There are a number of desired

outcomes and measures, one of which is the delivery of accessible, affordable and safer transport. TfL will meet these mayoral commitments through its business planning process, aiming to deliver value for money and service improvements across the board.

In February 2012, the Mayor launched his equality framework called Equal Life Chances for All. He has set out a vision for London to excel among global cities by expanding opportunities for all its people and enterprises, achieving the highest environmental standards and quality of life, and leading the world in its approach to tackling the urban challenges of the 21st century. The framework aims to ensure that the GLA Group implements policies and actions that will benefit all London’s communities. The Mayor wants to set the standard and encourage others to follow his lead in achieving exemplary equality policies and practices.

The Mayor wants this framework to ‘deliver concrete, sustainable

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• Fostering good relations between people who share a protected characteristic and those who do not Prior to the Act, and in compliance with existing equality legislation, TfL has produced equality schemes covering gender, race, faith, sexual orientation and disability. In addition, a range of research and consultation has been undertaken to better understand the travel needs of London’s diverse communities. The protected characteristics in the Act have been highlighted in TfL’s past equality schemes and TfL will continue to understand and address issues faced by all groups who use

the transport network. The Equality Act 2010 (the Act)

consolidates and replaces the previous discrimination legislation for England, Scotland and Wales. It covers

discrimination on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

The Act requires public authorities to comply with the general equality duty by:

• Eliminating unlawful discrimination, harassment and victimisation and other conduct prohibited by the Act

• Advancing equality of opportunity between people who share

a protected characteristic and those who do not

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12 Chapter 6 London’s communities - population profile

Chapter 6

London’s communities –

population profile

Accessible transport ensures that no one is excluded from reaching places of employment and health, education and leisure services. Transport therefore plays a key role, alongside other factors, in ensuring equal life opportunities for all of London’s diverse communities. By improving its understanding of the requirements and barriers faced by different groups, TfL can develop a transport system that enables people to make the door-to-door journeys that meet their needs.

A key objective for TfL is to make sure the Mayor’s Equal Life Chances for All framework is reflected in its policies. TfL’s goal is to dramatically improve the experience of travelling in London for everyone, as captured in the MTS. Many Londoners face multiple and complex barriers to travelling, ranging from price to lack of information, concern about security or physical infrastructure. TfL needs to work towards removing all types of barriers, not just the physical ones.

BAME Women Older people Younger people Disabled people People on low income LGBT

35 per cent of Londoners are black, Asian or minority ethnic (BAME)

51 per cent are women

12 per cent are aged 65 or over (and three per cent are over 80)

32 per cent are under 25

11 per cent consider themselves to be disabled

41 per cent have a household income below £20,000

London is home to the UK’s largest lesbian, gay, bisexual and Transgendered (LGBT) community

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As part of this commitment, TfL has identified seven groups of Londoners who typically face increased barriers to public transport use:

• BAME Londoners have a younger age profile than white Londoners and are more likely to live in low income households

• Women are more likely to be the primary carer at home so are less likely to be in full-time employment

• Older Londoners are more likely to be retired. This may explain why a higher proportion of older Londoners live on low household incomes. They are also more likely to be white and/or disabled

• Younger Londoners are less likely to be disabled. Higher proportions of younger Londoners are from a BAME community, reflecting the younger age profile of BAME communities in the Capital

• Disabled Londoners tend to be older. They are also more likely to be white and women (with women typically living longer than men), and are more likely to be retired. Due to increased age, and reduced levels of employment, disabled Londoners are more likely to live on low household incomes than Londoners in general

• Londoners on low incomes are more likely to be women or older, BAME or disabled people, or those not in full or part-time work. Mostly, this reflects working status, though the causes of low income are tied to education, qualifications, health and, in some cases, transport

• The LGB community has a higher proportion of men compared with the heterosexual population. LGBT Londoners also tend to be younger than those who identify themselves as being heterosexual

• The Capital’s population is forecast to increase by 1.25 million by

2012. Children and older people will make up a greater proportion of London’s overall population in 2031 than they do now

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14 Chapter 7 Travel behaviour and key issues

On average, Londoners make 2.45 trips per weekday. However, TfL knows that for some groups featured in this report, the average number of trips is smaller with, for example, BAME Londoners making 2.25 trips per weekday. The exception is women who, on average, make a greater number (2.56) of short trips per weekday.4

The bus is the most commonly used mode of public transport for Londoners in all equality groups. It is particularly important for women, BAME people, those on low incomes, disabled people, younger and older Londoners.4 _For some, the cost of public transport may encourage higher bus use, alongside the availability of alternative modes of public transport where they live, and travel to/from.

Half of Londoners have an Oyster card, although this figure is smaller for younger, older, low-income and/ or disabled Londoners. These groups may be more likely to have a pass or card entitling them to free travel or discounted fares.4

Satisfaction with public transport

There are few differences in satisfaction with public transport among the equality groups. However, younger people

are generally less satisfied than older people, while BAME Londoners are slightly less likely to be satisfied than white Londoners, even when age is taken into account.5_{This may relate} to the greater level of concern about personal security that exists among younger and BAME Londoners.

The greatest drivers of satisfaction with public transport are journey time and waiting time – this applies across all

equality groups. Not as important, though still contributing to overall satisfaction, are the extent of overcrowding and issues of safety and security.5

For BAME, older and/or disabled Londoners, there is a slightly stronger correlation between overall satisfaction and the availability of information (maps, signs, audio announcements and the presence of staff) than for other equality groups. For younger and/or BAME

groups, overall satisfaction is more strongly linked to personal safety.5

Chapter 7

Travel behaviour and key issues

4_{London Travel Demand Survey, TfL (2010/11)}

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Barriers to increased public transport use

People from across the Capital’s communities are more likely to say overcrowding is a barrier to increased public transport use than any other single issue. For young and BAME Londoners, cost is also a significant factor. Women are more likely than men to cite fear of crime and terrorist attacks, or concern about antisocial behaviour, as issues that limit their public transport use, while mobility impaired people are more likely to focus on physical accessibility.6_{The key issue} for disabled Londoners is the lack of step-free journeys, particularly on the rail network and the Underground.

Safety and security

Concerns about crime and antisocial behaviour tend to affect the travel patterns of women, BAME Londoners, younger people and/or those on lower incomes more so than other groups (this is particularly evident for BAME and younger Londoners). For women, these concerns are more apparent after dark – during the day they are no more likely to be affected than men.6

Information

To make public transport accessible for all, TfL needs to provide people with information in appropriate formats. In the vast majority of cases this is already happening, with just 11 per cent of Londoners reporting that a lack of information is a barrier to them using public transport more often.6

However, some people feel there is insufficient information to help them make full use of the network – this is particularly true among BAME

Londoners, those on low incomes and/ or disabled people.6_{There is evidence} to suggest a lack of awareness about the information tools offered by TfL. More publicity about resources that are available (for example, information in foreign languages) may help people use public transport more effectively. 7,8 While the internet is being used more frequently to communicate important information, it should be noted that some equality groups are less likely to make use of it, for instance older people, disabled people and/or those on low incomes.9

6_{Attitudes to}_{Safety and Security Survey, TfL (January 2011)}

7_{London Underground Customer Insight Report: Accessibility and Inclusion, TfL (2010)}

8_{Information products for people with accessibility needs and people with visual impairments, TfL (2007)}

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18 Chapter 8 How TfL is addressing the issues This section looks at issues raised across equality groups during the research and consultation. These have been grouped into themes as people from different groups often share similar concerns. (see below).

The section also highlights activities in the areas that were focused on during the stakeholder engagement, and asks Londoners for their views and comments.

Chapter 8

How TfL is addressing

the issues

Transport planning Affordability Safety and security

MTS Accessiblity Implementation Plan Procurement

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20 Chapter 9 Transport planning

For many people using transport is part of their everyday activities – going to school or college, visiting the doctor, getting to work, shopping or meeting family and friends. As a result the way TfL plans its services has a huge impact on communities, their choice of transport and the way they are able to go about their daily lives. The MTS is a statutory document that sets out the Mayor’s transport vision and looks at how TfL and its partners will deliver that vision for London.

Transport planning at TfL helps the Mayor deliver the six transport goals set out in the MTS:

• Support economic development and population growth

• Enhance the quality of life for all Londoners

• Improve the safety and security of all Londoners

• Improve transport opportunities for all Londoners

• Reduce transport’s contribution to climate change and

improve its resilience

• Support delivery of the London 2012 Olympic and Paralympic Games and its legacy

Transport planning requires a coordinated approach to transport across a number of levels and includes:

• Local travel

• London-wide travel

• National and inter-regional travel

• International travel

Travel surveys and data analysis are an essential part of transport planning. TfL includes questions in all its household interview surveys, the London Area Transport Survey and the annual London Travel Demand Survey. These help TfL identify people’s travel patterns and compare habits of different groups. It can then analyse a range of travel variables including trip rates, preferred modes of transport and passengers’ reasons for travelling. This data is then used by TfL’s planners to propose improvements to the network.

Projects that TfL’s transport planners have been involved with include:

• The Emirates Air Line cable car – from summer 2012, this will connect North Greenwich Peninsula and the Royal Docks, to provide a much needed additional river crossing

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• Tottenham Court Road and Euston Road Junction – the new design will simplify the junction layout so pedestrians will have to use fewer crossings, and will improve access to nearby Tube stations and University College London Hospital. It will also provide simpler and safer journey options for cyclists

• Brixton town centre – the

improved public square includes a new water feature, better lighting and more open spaces

• Exhibition Road – the shared space project in the Capital’s museum district includes measures to help divide the limited space more fairly, reducing the dominance of vehicles and encouraging more people to walk

• Legible London – the pedestrian way-finding system uses a range of information, including street signs and printed maps, to help people find their way around the Capital

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22 Chapter 10 Affordability

TfL knows the cost of public transport can be a problem for people and some perceive it as expensive, especially when they compare it to driving a car. However, when you take account of the full costs of owning and driving a car, public transport is cheaper for many trips, particularly in Inner London. The Mayor has introduced

concessionary schemes to make public transport more accessible. Most young people benefit from free bus and tram travel, and discounted travel is available for many others:

• Under-11s can travel for free on buses and trams. On the Tube, DLR and London Overground, children can travel free when accompanied by an adult or with a 5-10 Oyster photocard

• Under 16s get free bus and tram travel with an 11-15 Oyster photocard, as well as child-rate season tickets

• Under 18s in full-time education and living in London get free travel on buses and trams with a 16+ Oyster photocard. Otherwise, a 16+ Oyster photocard allows 16 and 17-year-olds to travel at half the adult-rate

• Sixteen to 18-year-olds in full-time education up to level 3 (A-Level) or equivalent, who live in London, get free bus and tram travel with a 16+ Oyster photocard. Holders of a 16+ Oyster photocard can also buy child-rate season tickets

• Students aged 18 and over who attend a TfL-registered London school,

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college or university receive a third off standard adult rates on 7 Day, monthly and longer period season tickets with a 18+ Student Oyster photocard

• Others receiving employment benefits may be eligible for discounted bus and tram travel and reduced rate season tickets through the Bus & Tram Discount and Jobcentre Plus Travel Discount Card schemes

• The Freedom Pass and Oyster photocard give free travel on buses, the Tube, trams, DLR, London Overground and some National Rail services in the Greater London area

People on low incomes

Londoners in low income households are more likely to be women, from a minority ethnic group, older, retired and/ or disabled. Of those in households with an annual income of less than £20,000:

• Fifty-seven per cent are women compared with 51 per cent of all Londoners

• Forty per cent are BAME (33 per cent of all Londoners)

• Twenty-three per cent are aged 65+ (12 per cent)

• Twenty-five per cent are retired (14 per cent)

• Seventeen per cent are disabled (nine per cent)

Cost is a particular barrier to increased public transport use among BAME Londoners (69 per cent compared with 40 per cent of white Londoners). However, there is little evidence that BAME Londoners are unaware of, or are not using, the various concessionary schemes. ‘Cheaper fares’ is the only factor to encourage greater Tube use that differs between ethnic groups, with 31 per cent of BAME Londoners citing this compared with 21 per cent of white Londoners. This may reflect differences in household income with BAME people tending to have lower household

incomes than white Londoners. Concessionary photocards may help alleviate the burden of travel costs, and may also reflect a greater reliance on travelling by less expensive modes, such as the bus.

People with lower household incomes are more likely to cite barriers to

increased public transport use that relate to crime and safety (although these differences are not as acute as those seen among other equality groups).

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24 Chapter 11 Safety and security

It is clear that personal security is a concern for many people, and this has important implications for London’s transport system. It may influence the route taken, the time of day people travel, and whether they travel after dark or instead go by car.

TfL and the Mayor are committed to improving safety and security on the transport system and tackling issues that matter most to passengers and staff. The network is very safe and the risk of being a victim of crime is extremely low. Recorded crime on both rail and bus services has been dropping year-on-year with around 10 crimes per million passenger journeys made.

Although actual crime is low, fear or concern about crime and antisocial behaviour can act as a barrier. In

passenger surveys, many Londoners still cite ‘concern about antisocial behaviour’ as a deterrent to using public transport. These surveys also reveal that fear of crime prevents a large proportion of women and BAME residents from using the network more often.

These perceptions can have a

disproportionate impact on some groups of Londoners such as BAME people, older people, women and even young people. This further exacerbates social exclusion and denies people access to employment, education, services, cultural opportunities and activities.

Investment in policing

TfL invests considerable resources in policing to create a transport system that is, and feels, safe.

There is now a local policing team covering the public transport system in every London borough. MPS Safer Transport Teams focus primarily on the bus and road networks, while BTP Neighbourhood Policing Teams work on the rail, Tube and DLR networks. These teams provide a visible and familiar presence and engage with the public, TfL staff and communities to identify local concerns and deal with any issues affecting the transport system.

The partnership approach

The Right Direction is the Mayor’s three-year strategy to improve transport safety and security in the Capital.

Produced by the LTCSP, it sets the strategic framework for how members of the partnership will work together to tackle transport-related crime, antisocial behaviour and fear of crime so that everyone feels safer and more confident when travelling around London.

The Community Safety Plan for transport and travelling in London outlines how the partnership intends to further improve safety and security on the Capital’s transport network.

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It is produced by TfL’s Community Safety, Enforcement and Policing

Directorate in partnership with the BTP, City of London Police and the MPS.

Priorities and approach

The plan identifies four main priorities:

• Improving the perception of safety and security

• Reducing antisocial behaviour

• Reducing priority crime including violent crime, hate crime, criminal damage, touting and theft

• Reducing the number of people killed or seriously injured in collisions on London’s roads as a result of crime or antisocial behaviour

To tackle the main priorities, the plan has set a five-point approach:

• Enforcement of the law and transport regulations to tackle crime and antisocial behaviour

• Education including work in schools, media and public awareness

• Engagement, for example uniformed officers from local policing

teams engaging with passengers and staff to fully understand and address their concerns

• Environment including measures such as CCTV and lighting to help design-out crime

• Evaluation to assess the impact of all activities and learn from them

Activity

TfL and its partners continue to run campaigns on women’s safety. These include the award-winning Safer Travel at Night initiative to highlight the

dangers of using illegal cabs in London. Under the banner ‘Safe Travel for All’, the needs of a number of groups are addressed. These include disabled passengers plus people from the BAME or LGBT communities.

The needs of young and older

passengers have also been dealt with through various operations run by local policing teams.

For further information or to view a copy of the plan, visit tfl.gov.uk/corporate

and click on ‘Safety and security’ in the ‘About TfL’ section.

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26 Chapter 12 MTS Accessibility Implementation Plan The MTS includes an Accessibility Implementation Plan (AIP) that outlines what is being done to make transport services accessible, what is due to be delivered and what TfL’s priorities should be. Following a review by the London Assembly, TfL has set out in more detail the aims of the AIP and has involved stakeholders from across London, including boroughs and disabled people’s organisations. It also reconvened the Citizens’ Jury, which it established in 2009 for the development of the Disability Equality Scheme, to examine the proposals in detail. The AIP is summarised on the following pages. For more information, and to read the full report, visit tfl.gov.uk/mts and click on ‘transport system accessibility’.

A Citizens’ Jury enables an organisation, such as TfL, to invite members of the

public to use their everyday experience to test, in some detail, its plans and policies. In the same way as a trial, evidence is heard and the jury arrives at a verdict.

Improving the accessibility of London’s transport system not only benefits disabled people, it makes the network easier and more comfortable for everyone. Much of London’s transport

infrastructure was built when there was no legislation on accessibility standards. As a result parts of the network,

especially the railways, are inaccessible to some people and not as easy to use. Schemes to retrofit modern standards are often expensive, disruptive and technically challenging. Therefore, it is a long-term project that will extend through and beyond the MTS timescales of 2031.

Chapter 12

MTS Accessibility

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Recent improvements, committed investment and further schemes

Significant improvements to transport accessibility have been achieved in the past 10 years. These include the introduction of new low-floored bus and train fleets that meet

latest accessibility standards, street improvements, an ever-increasing number of accessible bus stops and step-free stations, new journey planning and real-time travel information tools and a popular travel mentoring scheme. TfL has also established strong links with representative disabled groups. Well-established engagement forums have guided the design of transport schemes and had a strong influence over staff training and the operation of the network.

Further significant improvements will be achieved through a committed programme of investment. For example Crossrail, the Tube line upgrades and station schemes at Bond Street,

Paddington, Victoria, Tottenham Court Road and Vauxhall will transform

accessibility on rail-based public transport to and within central London. The

continuing programme of urban realm schemes, such as better information provision plus additional step-free stations and accessible bus stops, will ensure improvements continue across the Capital. The committed programme of investment generally covers the period to 2015, with the exception of major infrastructure schemes such as Crossrail where the commitment extends to completion of the project.

Beyond the committed programme, further investment in the transport system will be required to cater for London’s population and employment growth, despite the very constrained financial situation. The MTS identifies a number of major infrastructure projects, such as the Northern line extension to Battersea and Crossrail 2, which will transform access to some public transport corridors. To ensure accessible transport across all areas, local

accessibility initiatives will continue to play a vital role. These include public realm, accessible bus stop and individual step-free station schemes.

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28 Chapter 12 MTS Accessibility Implementation Plan

Summary of improvements

The following sections provide an overview of how TfL will further improve accessibility beyond committed investment.

Travel mentoring

Travel mentoring will continue to be developed and will be vital in equipping people with the skills and confidence required to travel independently.

Journey planning

Technological developments will create opportunities to improve the accuracy of passenger information and tailor it to the individual. With an increasing number of formats and channels, the challenges will be to ensure consistency, that interfaces are as accessible as

possible and that people without internet access are not excluded. Current improvements include the provision of real-time information on public transport services, including whether lifts are in service. Videos are now also provided to show how to use various features of the network, for instance bus boarding ramps.

Streets, walking and cycling

The extensive programme of public realm improvements, such as the Mayor’s Better Streets initiative, will continue to enhance the accessibility of key London locations. Maintenance of road surfaces and enforcement against obstructions and illegal parking will make sure the benefits are sustained

in the long term. All signalised road crossings will meet latest standards and the Pedestrian Countdown system will be expanded. Wayfinding will be improved through expansion of the Legible London scheme and there will be further investigation into the potential of Talking Tags, which provide verbal wayfinding information for sight-impaired people.

Buses

The proportion of bus stops across the Capital that meet accessibility standards will continue to rise. Countdown

screens will be installed at more bus stops and there will be measures to increase awareness of the internet and the text message live bus arrivals service. Reviews of the bus network will continue to include wide-ranging stakeholder engagement involving disabled user groups, and will take into account new developments, transport changes and access to health services.

Tube and rail service standards

The continuing programme of Underground station upgrades will increase accessibility with, for instance, wide-aisle gates introduced at all

Tube stations, where feasible. A vast improvement could be realised through the introduction of London Overground service standards across the Capital’s suburban rail network. This could be achieved through devolution of franchise specification powers for these services from national Government to the Mayor.

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Interchanges

Interchange improvement works will be integral to improving public transport. Schemes will be designed according to TfL’s Interchange Best Practice

Guidelines. The coordinated Interchange Management Programme, which

looks to provide a seamless journey experience across Tube, bus and rail, will ensure all staff are well informed, and able to provide assistance across an entire interchange.

Step-free station access (from street to platform)

Committed improvements will significantly increase the amount of step-free stations in the Capital and transform accessibility to and within central London. Beyond this, major schemes such as new lines, extensions and station capacity upgrade projects will further increase the coverage of step-free stations. In addition, a number of individual schemes will be required to ensure step-free access to the rail network is more evenly distributed across the Capital.

Platform-to-train accessibility

On the Tube network, the introduction of new or refurbished rolling stock will ensure compliance with Rail Vehicle Accessibility Regulations (RVAR) platform-to-train standards (where there is either step-free access between the street and platform or step-free interchange).

The Tube

All new and refurbished rolling stock will meet RVAR specifications and will include space for wheelchair users, areas for luggage and baby buggies, audible and visual information, improved lighting and colour-contrasted handrails.

Staff availability, training and customer attitudes

Disabled user groups will continue to be closely involved in the design and, where feasible, delivery of staff training programmes. By lobbying for devolution of the franchise specification for the Capital’s suburban rail network, the Mayor and TfL will seek to ensure a greater consistency of staff availability and training across the system. Mystery traveller surveys, including the disabled mystery traveller survey, will continue to monitor customer service standards. The 2012 Games will provide a once-in-a-generation opportunity to positively influence public attitudes towards disabled people.

The full document, ‘Leaving a Transport Legacy’, which is the Mayor’s Olympic and Paralympic Transport Action Plan, is available at the GLA’s website. Visit

www.london.gov.uk/priorities and click on ‘transport’.

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30 Chapter 12 MTS Accessibility Implementation Plan

Door-to-door transport

The provision of dedicated door-to-door and subsidised transport services will continue for those who are unable, or find it very difficult, to travel independently. The potential for improved customer service through closer coordination with operators will be examined further.

Car driving and parking

The range of privileges and exemptions available to Blue Badge holders will continue to be supported. The 2011 London Plan provides clear guidance for provision of disabled parking spaces at new developments. Where feasible, the Mayor and TfL will take action to ensure car parks, petrol stations and new

vehicle technologies are as accessible as possible for disabled people.

Other areas

New licensed taxis (black cabs) will continue to be wheelchair accessible and drivers will not charge for providing assistance to disabled people. The riverboat fleet will become more accessible through refurbishment and replacement.

The Emirates Air Line cable car will provide London with a new accessible river crossing. When it opens in summer 2012, it will be the first urban cable car system of its kind in the UK and will allow pedestrians, wheelchair users

and cyclists to cross the Thames within five minutes, from terminals at Emirates Greenwich Peninsula and Emirates Royal Docks.

The 2012 Games will provide an opportunity to raise awareness of the travel needs of disabled people and promote considerate behaviour among others. The GLA London Plan contains a number of policies to ensure that new building development in the Capital contributes to creating a more accessible city.

Outcomes

Initiatives to improve transport

accessibility will have a broad range of positive impacts across all the goals and outcomes identified in the MTS. The coverage of stations with step-free access between street and platform will expand significantly, with the number of people living within 480 metres of a step-free station expected to double by 2031. As a result, the average difference in public transport journey time between using the entire network and using only buses and stations with step-free access is anticipated to halve. The accessibility of public transport to and within central London and its town centres will improve significantly, enhancing access to opportunities at these locations.

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32 Chapter 13 Accessible information

TfL recognises that a lack of readily accessible information is one of the greatest barriers to using the public transport system. It provides travel information in a wide variety of ways to help people arrive at their destinations:

• The TfL website tfl.gov.uk provides live and static travel information

• TfL’s online Journey Planner helps passengers plan their journey

around the network, using any mode (including walking and cycling)

• At Travel Information Centres, passengers can get advice and information in person or via printed materials

• In local newspapers and on

Teletext, TfL provides information about Tube upgrade works,

closures and diversions

• Passengers can also get information from the 24-hour travel information helpline by calling 0843 222 1234

Different formats and languages

TfL also understands that people require and use information in different ways:

• Large print, audio and tactile format travel information documents are available by calling the 24-hour helpline

• Dial-a-Ride now provides a telephone translation service so that people who do not speak English can make enquiries or request bookings

• Dial-a-Ride also provides printed information in other languages, as well as alternative formats such as Braille and audio tape

• Guides are available that describe the accessibility features on the Tube, buses, DLR, Overground and trams and inform people about TfL’s assisted transport services, including which one best suits their mobility and travel requirements. These guides are available from the ‘transport accessibility’ section at tfl.gov.uk/gettingaround

• Travel information documents are published in a range of languages, and cab be obtained by calling the 24-hour helpline or visiting the TfL website

Chapter 13

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• There are passenger information displays and audible information announcements at London’s rail stations. Passengers can also get live information about services via text message and Twitter updates

• Before starting their journey, passengers can call TfL travel information services on

0843 222 1234 for timetable details. Plasma screens with travel information are now in place in the foyers of some local residential blocks

Customer experience

TfL is working to improve responses to customer queries and complaints. It is also looking to enhance the way it brings together information it receives from Londoners (whether by telephone, letter, email, web, or face-to-face), to better understand people’s requirements. This means TfL can provide passengers with a more comprehensive service and an excellent customer experience.

TfL’s Taxi and Private Hire Directorate investigates complaints related to taxis (black cabs). Private hire issues are managed by the operator, but the complainant can contact TfL if they think the matter has not been looked into properly. TfL’s complaints and feedback policy is available on its website.

Buses, trains and stations • The iBus system provides

on-bus, ‘next stop’ and ‘alight here’ information to help passengers get around London more easily. The next generation of Countdown signs that display more accurate bus arrival times are being introduced at bus stops

• Public address systems have been introduced on some buses so drivers can make passenger announcements that are clear and audible

• The Tube now has automatic audio announcements on all trains

• Visual information (dot matrix displays) is provided on Jubilee, Northern, Piccadilly, Victoria and District line trains and is also being introduced on Metropolitan, Circle and Hammersmith & City line trains

• All stations will have public address and visual information systems, such as dot matrix screens, as part of the station enhancement programme

• Information posters and panels are displayed across the Tube, bus, rail, tram and river networks, as well as in shelters and at new taxi rank poles

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Every year, TfL spends approximately £6.7bn buying goods, works and services from businesses and other organisations. It is important that everyone has the opportunity to do business with TfL. For this reason, the organisation works hard to make sure that all businesses owned or operated by diverse suppliers are given equal opportunities to tender for work. TfL has developed a comprehensive and award-winning approach to equality and inclusion in procurement and

has applied this to a number of key projects. The approach asks potential suppliers to show how they would work with TfL to deliver its equality objectives in relation to employment and service delivery, and liaise with contractors to encourage them to diversify their own supplier base. It also ensures that their employees and sub-contracting staff are equipped to work in accessible and inclusive ways. The success of this approach is shown by TfL’s six-year highways maintenance contract worth £1.2bn. The three companies providing the service have independently established an equality and diversity forum with others in the industry to share experiences and challenge each other to improve diversity practices. The suppliers have undertaken a number of activities including offering work placements to local students, holding events to attract minority groups into the

industry and running community engagement programmes. This has been a direct result of TfL’s approach to responsible procurement.

TfL advertises its contracts via

CompeteFor, a free web-based portal that matches buyers with suppliers. This makes the contracts accessible to small and diverse businesses. TfL also asks its suppliers to advertise their sub-contracts on CompeteFor.

Through its Strategic Labour Needs and Training (SLNT) programme, TfL has made significant progress in ensuring skills and employment opportunities exist across its supply chain. So that the programme achieves meaningful results, the Mayor set an ambitious target of securing 2,550 apprentices for TfL and its supply chain between 2009 and 2012.

To meet this target, the SLNT programme uses a two-pronged approach – contractual requirements and direct support from TfL’s Supplier Skills Team (SST). For relevant major contracts, bidders are required to create apprenticeship posts using the ratios of one per £3m spent in a construction contract and one per £1m for service contracts, based on anticipated value. The SST successfully brokers activity linking demand (job opportunities) with supply (Londoners) through a myriad of partnerships. Due to successful delivery on more than 30 high profile projects 34 Chapter 14 Procurement

Chapter 14

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the Museum where they can improve their skills before meeting TfL suppliers to match their interest with current vacancies. Vital Rail, a TfL supplier,

recently recruited 33 apprentices through this project.

The SST also works closely with public sector partners, funding providers, The Probation Trust and community organisations to ensure that those with additional barriers to employment, for instance ex-offenders and the long-term unemployed, have opportunities to gain work via the TfL supply chain. As a result of this procurement

approach more than 2,000 unemployed Londoners, including 80 ex-offenders, have secured sustainable employment since 2010.

and contracts, most notably the Barclays Cycle Hire scheme, the SLNT approach to skills and employment is now regarded as business as usual and TfL is on track to exceed the target set by the Mayor.

With the support of the SST there is now a range of activities underway with TfL’s suppliers that are generating employment, skills and training

opportunities for Londoners. The Routes into Work initiative was developed by TfL and the London Transport Museum to support young people not in

employment, education or training with their future career aspirations. Tailored towards careers and apprenticeships within engineering, transportation and construction, participants benefit from an interactive learning environment at

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36 Chapter 15 TfL’s workforce

TfL has a long-standing goal of ensuring its workforce reflects the communities it serves. London is the most diverse city in the world and it continues to attract new groups of people in every successive generation. This constant change in the Capital’s profile is both an opportunity and a challenge, and TfL recognises it must continually adapt both as an employer and a service provider.

The Mayor’s equality framework – Equal Life Chances for All

The Mayor updated his equality

framework in February 2012. For TfL the key employment-related objective is ‘to achieve a workforce across the GLA Group which reflects London’s diversity’. In order to meet this objective, TfL will:

• Introduce placements, where necessary, to provide an

opportunity for work experience

• Continue work on apprenticeships and pre-apprenticeship programmes

• Design programmes for leadership and specialist development that encourage greater diversity at senior levels, and continue work on mentoring programmes

• Complete and publish Equality Impact Assessments for any

restructures and workforce changes to make sure any disproportionate and negative impacts are reduced

• Analyse staff survey outcomes and respond where necessary

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Who works for TfL?

TfL is a large employer offering a wide range of career opportunities across the Capital. It wants to reflect London’s diverse communities and aspires to be the first choice as an employer for all groups of people. The jobs at TfL vary greatly, with frontline roles ranging from Customer Services Assistants on the Underground, to Revenue Inspectors on buses and Train Operators. TfL also employs a large number of office-based staff including lawyers, engineers and designers. In 2011/12, TfL employed 23,453 people. Of these, 22 per cent were women and 29.1 per cent were from a BAME group. A total of 551 employees told TfL they had a disability.

(Data used in the following tables is from 31 March 2011 and 2012).

Year Total

staff Per centwomen Per centmen Per cent BAME

Per cent

white Per cent unknown /prefer not to say Number of disabled staff 2010/11 23,478 22.3 77.7 29.5 58.9 11.6 603 2011/12 22,452 22 78 29.1 57.8 12.9 551 All TfL staff

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The table shows that TfL broadly reflects London’s BAME population in its workforce but has a significant way to go to mirror the Capital’s gender diversity. However, it is roughly in line with women’s representation within the transport industry and compares well with other organisations, including the Train Operating Companies. Around half of staff have provided information about

their disability status, and data shows that only a relatively small number of disabled people are employed by TfL. The representation of disabled staff has decreased from 603 in 2010/11 to 551 in 2011/12. Of the 52 disabled employees leaving the organisation at the end of March 2012, more than half took voluntary severance as part of an organisational change programme.

2010/11 2011/12 0 10 20 30 40 50 60 70 80

Women Men BAME White Unknown/ prefer

not to say Percentage representation of staff across TfL

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The table below shows the proportion of women at senior level reflects that of the total workforce, but the proportion of BAME senior managers is only a third

has been a decrease in the number of disabled people in senior management positions. 2010/11 2011/12 0 10 20 30 40 50 60 70 80 Women senior managers Men senior managers BAME senior managers White senior managers Number of disabled senior managers Unknow/ prefer not to say Percentage representation of senior managers across TfL

Year Total senior managers

Per cent

women Per centmen Per cent BAME

Per cent

white Per cent unknown /prefer not to say Number of disabled senior managers 2010/11 1,232 22.3 77.7 9.3 77.2 13.5 35 2011/12 1,114 20.8 79.2 9.5 75.3 15.2 28

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TfL monitors data regarding gender

reassignment. However, it recognises that some transgendered people prefer to identify themselves as a man or woman.

2010/11 2011/12 Transgendered women 9 8 Transgendered men 12 11 2010/11 2011/12 Buddhist 81 73 Christian 4,811 4,530 Hindu 413 393 Jewish 59 55 Muslim 561 526 Sikh 133 128 Other 318 303 None 2,063 1,929

Prefer not to say/unknown 15,039 14,509

Transgendered employees

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The pie chart below shows the numbers of employees who have shared their faith information with the organisation in 2011/12: 1,929 73 303 128 526 55 393 4,530

Buddhist Christian Hindu Jewish

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TfL staff by sexual orientation

Around 60 per cent of TfL staff have shared information about their sexual orientation. Latest information shows that around 2.4 per cent are members of the LGB community. The table below shows that the majority of these staff have not provided this information.

2010/11 2011/12 Lesbian 101 99 Bisexual women 29 29 Heterosexual women 2,261 2,123 Gay men 386 363 Heterosexual women 5,389 5,125

Prefer not to say 852 738

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The pie chart below shows the number of TfL employees who have shared their sexual orientation information with the organisation.

738 99 29 5,125 2,123 363 57

Lesbian Bisexual woman Heterosexual woman

Gay man Bisexual man Heterosexual man

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TfL staff by age

The table below gives a breakdown of all TfL staff by age group. The two largest are the 35 to 44-year-old band with 6,657 employees, and the 45 to 54-year-olds with 7,281. Age classification 2010/11 2011/12 16-24 3 2.4 25-34 21.7 20.2 35-44 30.4 29.6 45-54 30.5 32.4 55-64 13.8 14.4 65 plus 0.7 0.9 Total 23,478 22,452

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A new recruitment system was

introduced at TfL in 2011, providing an opportunity to change some aspects of the previous process. Improvements included the way in which equality and inclusion data is captured, with a number of questions being made mandatory and applicants having to select ‘disabled’, ‘not disabled’ or ‘prefer not to say’. As part of the previous system, used up until March 2011, the questions on disability could not be mandated, so any questions left blank were automatically defaulted to ‘prefer not to say’. This has resulted in a significant increase in the ‘not disabled’ figures and a corresponding decrease in the ‘prefer not to say’ data for the last year.

Recruitment at TfL

The current economic downturn and the need for TfL to protect frontline services mean there may be fewer employment opportunities in the future. This is an additional challenge faced by people in the job market, some of whom will be looking for their first career opportunity and will be competing with others who have a great deal more experience. TfL seeks to employ the best people it can to design and provide services for all Londoners. It will do this by ensuring every candidate has a fair chance to show themselves at their best and that those who are recruiting make sure there are no unnecessary barriers put in their way. The tables below contain all

recruitment data for both internal and external vacancies.

Year Stage of

recruitment disabled Per cent Per centnot disabled Prefer not to say Total 2010/11 Applications 1.9 73 25.1 33,518 Shortlist 2.2 74.4 23.4 4,929 Appointment 1.2 50.3 48.5 2,319 2011/12 Applications 2.1 93.4 4.2 8,726 Shortlist 2.3 92.7 4.8 2,602 Appointment 2.2 67.3 7.9 650 Disability

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TfL attracts a significant number of BAME applicants, but fewer go on to be appointed. In the past year, following a review of all recruitment processes and implementation of recommendations to improve the process, this ‘funnelling effect’ has been reduced.

recruitment Per cent BAME Per centwhite Prefer not to say Total 2010/11 Applications 44.5 42.2 13.3 33,518 Shortlist 38.4 49.8 11.8 4,929 Appointment 25.1 51.2 23.7 2,319 2011/12 Applications 47 46 7 8,726 Shortlist 34.5 53.7 6.8 2,602 Appointment 24.8 67.3 7.9 659 Ethnicity

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recruitment Per cent women Per cent men Transgender women (number) Transgender men (number) Prefer not to say Total 2010/11 Applications 23.3 42.2 4 2 8.2 33,518 Shortlist 29.4 64.6 1 1 5.9 4,929 Appointment 27.5 57.5 1 1 15 2,319 2011/12 Applications 25.7 71.3 1 1 2.8 8,726 Shortlist 29.9 67.1 0 0 2.8 2,602 Appointment 34.3 62.9 0 0 2.6 650 Gender

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Equal pay audit – 2009 findings

To ensure visible and more rapid progress towards salary equality, TfL undertakes an equal pay audit every two years. The most recent report, in 2009, showed that:

• Overall, gender workforce

composition remained unchanged since the previous report in 2007. The overall gender pay difference fell to 16.3 per cent (it was 19 per cent in 2006). At director level, the gap had been closed but it continued to exist at first line manager level across non-operational parts of TfL (13.8 per cent compared with 12 per cent in the previous report)

• The number of staff from a BAME group increased from 22 per cent to 24.2 per cent. The pay differential between white and ethnic minority employees had decreased since the previous report. The differential between white and Asian employees was 10.1 per cent, and 13.6 per cent between white and BAME employees (excluding Asian)

• The overall pay difference between disabled and non-disabled staff was six per cent

• There was a general trend of heterosexual men earning more than employees of other sexual orientations. However, the high numbers of employees

that have not declared sexual orientation prevent any meaningful conclusions being drawn

• The majority of non-operational employees within TfL were aged between 35 and 44. Evidence

indicated that the older the employee, the higher the base salary

• Average length of service was 11 years for men and eight years for women. Base salaries showed a general upward trend that reflected length of service, apart from at the top and bottom levels of the organisation

• Only 3.8 per cent of non-operational staff worked part-time. In general, full-time employees earned slightly more than part-time staff

Pay and performance

The report showed that any differential in annual salary increases between men and women employees had almost

been eliminated.

Performance-related pay distributions

Every year, permanent TfL employees have their performance assessed by their line manager during a formal end-of-year review. As part of this they are given a rating depending on whether they have missed their objectives, achieved them, exceeded them, or performed outstandingly over the course of the year. This rating then goes on to determine the individual’s annual pay increase.

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The distribution of performance ratings in 2010/11 showed a slight skew towards ‘exceeds the required performance’, with 16 per cent of employees given this rating compared with the maximum 15 per cent

anticipated by TfL. However, this represents a reduction from 2009/10 when 18 per cent of employees were awarded an ‘exceeds’ rating.

Ratings by gender

There was no overall disparity in the rating distribution by gender, with 94 per cent of both men and women awarded an ‘achieves’ or ‘exceeds’ performance rating. Additionally, two per cent of women compared with one per cent of men were awarded an ‘outstanding’ rating.

Ratings by ethnicity

The rating distribution by ethnic group indicates a small disparity with 95 per cent of white staff, compared with 93 per cent of BAME employees, awarded either an ‘achieves’ or ‘exceeds’

performance rating.

Ratings by disability

The report showed no significant disparity, with disabled employees slightly more likely to be awarded an ‘achieves’ or ‘exceeds’ rating (96 per cent) compared with non-disabled employees (93 per cent).

Following a major restructure of the organisation, TfL will be conducting a new equal pay audit in September/ October 2012. The latest annual

performance review was undertaken in April 2012.

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and inclusion metrics to ensure the workforce is representative of London.

Mentoring and coaching

TfL has participated in a number of peer-to-peer coaching programmes in partnership with external organisations including the Ministry of Justice, the MPS and Price Waterhouse Cooper. These are designed to match candidates with a similar level of experience to form partnerships, supported by an external organisation that provides bespoke development programmes.

TfL has run programmes specifically for BAME and LGBT employees,

women and disabled staff, with positive feedback from all involved, and is looking at offering more programmes in the future. In addition, TfL is exploring a partnership with the Women’s

Transportation Seminar, a membership organisation that provides networking opportunities, knowledge sharing and best practice, and offers year-round professional development events and mentoring opportunities.

Talent management

TfL is working on leadership and development programmes to support high performers with the potential to progress. The ultimate aim is to enhance TfL’s internal supply of candidates for senior roles, enabling succession planning and greater diversity at this level. A recent pilot in TfL’s Surface Transport Directorate will help with developing wider programmes in the future.

Issues raised through staff engagement

As a large employer TfL is committed to ensuring that all levels of its workforce reflect London’s diverse communities. It recognises there is still work to do and the approach is to develop action plans following engagement with employees. Ongoing dialogue with all Staff Network Groups (SNGs) - see page 55 - gives the organisation a valuable insight into the issues faced by its people. In addition, biennial staff surveys, issues-based focus groups and consultation gives the organisation a better understanding of what is working well and what could be improved. The issues below have been raised during the development of TfL’s individual equality schemes, and the SNG forums.

Staff development/career progression

This issue is raised particularly by BAME employees, women, disabled staff and older employees.

Over the next few years, TfL’s Human Resources (HR) department will work closely with the business to produce detailed career paths to enable effective career planning and mapping. The

requirements of what ‘good’ looks like at each level will help employees identify development gaps and discuss how to address these with their line managers. In addition, HR will work with the business to identify critical roles in the organisation and develop succession plans for filling these positions. TfL will also identify appropriate equality

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also learn more about delivering for customers. This is a valuable course that helps managers understand their role and responsibilities. Local inductions are also organised and separate courses provide more in-depth information on specific policies. In addition, support is available from TfL’s People Management Advice team, which is part of HR.

Line manager training

All new managers across TfL are encouraged to attend a one-day induction workshop during the first month of either joining or being promoted. Delegates are given the opportunity to discuss TfL’s strategy, values and Business Plan, and look at what they mean for staff. They

Single Equality Scheme

Consultation document

May 2012

Contents

Chapter 1

The purpose of this document

Chapter 2

How Londoners can get involved

TfL would

like to hear

Chapter 3

TfL and the services it provides

Chapter 4

The Mayor’s ‘Equal Life

Chances for All’

Chapter 6

London’s communities –

population profile

Chapter 7

Travel behaviour and key issues

Chapter 8

How TfL is addressing

the issues

Chapter 9

Chapter 10

Chapter 11

Chapter 12

MTS Accessibility

Chapter 13

Chapter 14

Chapter 15