TfL Annual Report 2013-14 published
12 Jun 2014 11:45 AM
TfL Annual Report
2013-14: TfL carries more passengers than ever as customer satisfaction reaches
all-time high
Transport for London (TfL) has
published its draft Annual Report and Statement of Accounts for the year ending
31 March 2014, which will be considered by the TfL Board at its next meeting on
Thursday 3 July.
This has been another
record-breaking year, with London Underground, DLR and London Overground all
carrying record numbers of passengers more safely and reliably than ever
before.
The number of passengers on the
bus network also continued to rise, recording the highest number since 1959,
with 40 per cent of passengers receiving free or discounted travel.
London Underground carried a record 1.26 billion passengers, meaning that the
network carried a third more passengers than it did a decade ago.
Customers are already benefiting
from massive improvements and investment to the Tube
network.
The first air-conditioned
walk-through trains are now serving customers on the Metropolitan, Circle,
District and Hammersmith & City lines, modern signalling on the Victoria
and Jubilee lines is delivering faster and more frequent services and a focus
on further improving reliability has reduced delays to passengers by 10 per
cent compared to last year.
Following the extension of
London Overground from Clapham Junction to Surrey Quays last year, London
Overground carried 135 million passengers.
Capacity will be boosted next
year with the introduction of 57 new carriages, increasing capacity by 25 per
cent.
Customer satisfaction across
London Underground, DLR, tram, London Overground and buses also reached record
levels. On the roads, the lane rental scheme has cut disruption at
traffic hotspots on the TfL road network by 46 per cent.
Around 99 per cent of TfL road
improvement works and 90 per cent of planned utility works now take place
outside peak hours, compared to 30 per cent before the scheme was introduced,
where it applies.
TfL is delivering these
improvements while continuing to deliver huge savings. The £16bn savings
and efficiencies programme to 2020/21 saved £188m this year against a
target of £137m, bringing the total secured savings to
£12bn.
This programme is central to
helping to meet the challenge of operating one of the world’s oldest and
most extensive transport networks while, at the same time, upgrading and
modernising it to accommodate London’s rapid growth.
Operating
performance:
- Victoria and Jubilee lines on
the Tube are now among the most advanced metro services in the world, running
trains every two minutes or less at peak times
- The DLR achieved record scores
for punctuality with 99.3 per cent of trains on time
- London Overground carried a
record 135 million passenger journeys and received an 89 per cent satisfaction
rating by independent rail watchdog, Passenger Focus
- The TfL ‘Lane rental
scheme’ cut disruption at traffic hotspots by 44 per cent. Around 99 per
cent of TfL works and 90 per cent of planned utility works took place outside
peak hours, compared to 30 per cent before the scheme was introduced, where it
applies
- Bus passenger satisfaction
reached a record high of 83 and 97.7 per cent of scheduled bus services
operated
- 90 per cent of Oyster queries
from customers were resolved within 24 hours compared with the customer service
industry standard of five to 10 days
Delivery of service
improvements and upgrades
- Continued progress was made on
the Northern line upgrade, which will increase line capacity by 20 per cent by
the end of 2014 and with far fewer closures than previous
upgrades
- ‘Turn up and go’
assistance extended to cover all London Overground stations, so that disabled
people needing assistance can arrive at stations and have staff help them
without needing to book in advance
- Accessible boarding ramps
introduced at 19 more Tube stations, continuing LU’s programme of
accessibility work so that by 2016 a third of Tube platforms will have level
access, up from 15 per cent last year
- Major progress on the
construction of Crossrail, reaching the halfway point in January, on time and
to budget
- Expansion of Barclays Cycle Hire
into southwest London to give more Londoners the opportunity to
cycle
- Extended the Barclays Cycle
Superhighway between Bow and Stratford, with a segregated lane for
cyclists
- Began work to improved key
junctions such as Euston Circus and Bow Roundabout to make them safer for all
road users
- Set up an Industrial HGV Task
Force to focus on the risks heavy, particularly construction, vehicles pose to
cyclists
- Launched Operation Safeway, a
joint initiative with the Metropolitan Police Service, deploying officers at
key junctions across the capital, enforcing road safety and giving advice to
all road users. Over 14,000 fixed penalty notices were issued in the
initial seven week pilot
- Published ‘Safer Streets
for London’, our new road safety plan, to cut death and serious injuries
on the capital’s streets. We also described our six key commitments which
continue to work towards our target of a 40 per cent reduction in the number of
people killed or seriously injured by 2020
- Announced trials for the
introduction of Pedestrian Split Cycle Offset Optimisation Technique, or
‘pedestrian SCOOT’ – the first of its kind the world which
will use technology to detect how many pedestrians are waiting to cross the
road
- Launched a new website with new
innovative features to make journey planning easier for our customers on
desktop and mobile devices
- New technology fitted to 900
buses to reduce their nitrogen oxide (NOx) emissions by up to 88 per
cent
- 20 new Routemaster buses in
service on seven routes
- Final system testing on
extending contactless payment to Tube and rail services later this
year
- Plans for new 24-hour weekend
Tube on core lines from 2015 and proposals for significantly better customer
service at London Underground stations by bringing staff out of underused
ticket offices and locating them at ticket machines, ticket gates and
platforms
The Mayor of London, Boris
Johnson, said: “Over the past year Transport for London (TfL) has carried
a staggering number of customers on our Tube, trains and buses.
We’ve also seen record numbers travelling on the River Thames and the
Barclays Cycle Hire scheme has surpassed 30 million hires.
"A relentless focus on
efficiency meant that we were able to freeze fares in real terms, while
carrying on with the vital job of modernisation. We’re investing in
new trains and buses, Crossrail is progressing at an amazing pace, we’re
overhauling our roads and making them safer for cyclists and pedestrians, as
well as improving accessibility to ensure more people can get around the
capital more easily. All this work is essential if London is to continue
keep up with the phenomenal pace of change in our city and the challenge of
huge population growth. That’s why I will continue to act as a
champion for the capital and fight for vital investment in transport.
London is the motor of the UK economy and improving our transport network
isn’t just in the interest of our great city, but the rest of the UK
too.”
Baroness Tanni Grey-Thompson
DBE, Chair of TfL’s Remuneration Committee, said: “TfL has to
deliver on stringent operational and strategic targets and the management team
and TfL staff are to be congratulated on another successful and record breaking
year. “Customers are benefiting from massive improvements
and investment to the transport network which is carrying record numbers
of passengers more safely and reliably than ever before. It’s
great to see customer satisfaction across virtually all transport services also
at an all time high this year.”
London’s Transport
Commissioner, Sir Peter Hendy CBE, said: “Over the last year we carried
record numbers of passengers across our services in line with burgeoning
population and employment growth and further improved reliability to reduce
delays to passengers. We’ve also carried forward a massive
programme of transport investment and focused on delivering our savings and
efficiencies programme, saving £188m against a target of
£137m. We will continue to work hard at delivering greater value
for money for fare and tax payers than ever before.”
Remuneration:
The base pay of the Commissioner
and most of the Chief Officers was frozen for a fifth consecutive year.
The base pay and the total
remuneration of the Commissioner and all of the Chief Officers remains
significantly lower than that paid in comparable transport operations,
infrastructure and engineering companies where TfL competes for high quality
staff.
Research by remuneration
consultants Towers Watson shows that the base pay of all TfL’s Chief
Officers is on average 77 per cent of that market rate and that their total
compensation is on average 50 per cent of that market rate.
The total remuneration of the
Commissioner and most of the Chief Officers in 2013/14 was significantly lower
than was the case in 2012/13. This is because, under one-off arrangements
put in place in respect of targets set for the London 2012 Games, Performance
Related Pay awards for targets achieved in 2010/11 and 2011/12 were both paid
in 2012/13.
The number of TfL staff
(excluding Crossrail) who received total remuneration over £100,000,
including those paid above this amount due to severance payments, was 326 in
2013/14 compared to 298 in 2012/13. The number of Crossrail staff who
received total remuneration of over £100,000 was 40 in 2013/14 compared
to 30 in 2012/13.
This is largely due to a
significant increase during the year in work to modernise the London
Underground and build Crossrail. On the Tube, major stations,
trains, track and signalling are being totally replaced or upgraded to provide
more transport capacity for a rapidly growing city and to provide our customers
with more reliable services. There was a sharp increase in the work
underway to build Crossrail, which will add 10 per cent to London’s
rail-based public transport capacity when it opens in 2018.
Both programmes are among the
biggest capital investments in Europe and required the employment of further
highly qualified engineers and project specialists to carry out the work.
In addition, existing project staff who earn a base salary of less than
£100,000 have worked additional overtime as work to modernise the Tube
has stepped up, taking their total remuneration to over
£100,000