Every journey matters — a pan-TfL Customer Information Strategy
25 August 2016 • Author(s): Silke Elvery, Strategy and Planning Manager, Transport for London (TfL)
Following a review of customers’ current and future expectations, Transport for London (TfL) is working on a long-term vision to improve how their passengers access information.
Silke Elvery, TfL’s Strategy and Planning Manager, provides details of their Customer Information Strategy and how it supports the fact that customers ultimately want an empowered and easy experience – to feel supported, autonomous and in control of their journeys.
Transport for London (TfL) is London’s integrated transport authority, implementing the Mayor’s Transport Strategy to keep London working and growing and make life in the city better. TfL is responsible for operating the majority of public transport and regulating private transport in the capital.
TfL provides the following services: London Underground; London Buses; Docklands Light Railway; London Overground; London Trams; London River Services; Dial-a-Ride; Victoria Coach Station; Santander Cycle Hire; and the Emirates Air Line.
Furthermore, TfL regulates the taxis and the private hire trade, operates the Congestion Charging scheme, manages the red route network of London’s key strategic roads, operates traffic signals, takes action on road safety and enabling people to make sustainable travel choices, including encouraging cycling and walking.
TfL values customers’ time. TfL needs to get smarter in helping our customers make the most out of our network by giving them the right information at the right time.
To enable us to do so, TfL conducted a review of customers’ current and future needs and expectations to create a framework and vision for our long-term Customer Information Strategy.