Transport for LondonContinued improvement
Skip to navigation <<Back to ContentsSignificant and sustained improvements in services across London's transport system made 2004/05 a memorable year. London Underground, London Buses and Docklands Light Railway all set new records. Development of the Oyster card maintained TfL's leading role in smartcard ticketing technology. Londoners continued their welcome shift away from using cars to public transport. Passenger satisfaction rose as travel across the network became safer, more reliable and accessible.
London Underground: A record-setting year
Surface Transport: Improved service, reliability and safety
London Rail: Expanding fast
Environment
Oyster
London Underground: A record-setting year
Passenger satisfaction reached the highest levels in the Underground's history, more train kilometres were run than ever and passenger time lost through delays was reduced. All seven Government performance targets were met (see chart below). All this was achieved against the background of a sharp increase in the amount of essential engineering work carried out throughout the network.
The improved performance results reflect the continued vigilance and focus exerted by the Line General Managers, who are now responsible for the day-to-day performance of each Underground line.
Improvement continued across the network in achieving step-free accessibility at stations for all passengers. Projects at Earl's Court, Hounslow East and East Ham were completed, bringing the number of step-free stations on the Underground to 44, in line with our target of having a quarter of the Underground network easily accessible by 2010.
Ongoing work to improve journey quality included refurbishing stations, providing more information and improving journey planning facilities.
Cleaner, safer trips
Standards of cleanliness on both trains and stations rose following campaigns to crack down on graffiti, which were later extended to include trackside graffiti on the District and Central lines.
Tackling crime and disorder remained a major priority, based on reassurance policing. During the year, 200 extra British Transport Police (BTP) officers were recruited and the number of installed CCTV cameras rose to 6,000 - scheduled to rise to 12,000 over the next five years. Combining this with a tough anti-social behaviour policy led to the formation of the Crime and Disorder Partnership, a joint initiative with the BTP. This resulted in more than 80 Anti-Social Behaviour Orders (ASBOs) being served by courts, leading to a reduction in delays caused by vandalism on the system.
| London Underground operational performance | Units | 2002/03 | 2003/04 | 2004/05 | Govt target 2004/05 |
|---|---|---|---|---|---|
| Passenger journeys | millions | 942 | 948 | 976 | n/a |
| Kilometres operated | millions | 66 | 68 | 69 | 69 |
| Percentage of schedule operated | % | 92.2 | 93.1 | 95.3 | 94.0 |
| Excess journey time (un-weighted) | mins | 4.2 | 3.4 | 3.2 | 3.3 |
| Passenger satisfaction | Score out of 10 | 75 | 76 | 78 | 76 |
| Excess train journey time (un-weighted) | mins | 2.2 | 2.0 | 1.8 | 2.0 |
| Percentage of peak train cancellations due to Operator not available (ONA) | % | 0.6 | 0.3 | 0.1 | 0.6 |
| Lost passengers' hours attributable to Infracos | millions | n/a | 17.90 | 14.11 | 17.22 |
'The combination of better management, the elimination of train cancellations caused by attendance problems and infraco improvements to rolling stock meant we pumped out more service than ever before.'
Tim O'Toole, Managing Director, London Underground
Industrial relations
Overall, 2004/05 was a positive year for industrial relations, though it was frustrating that some services were disrupted for a day by industrial action taken by RMT members. Real strides were made during the year toward stable industrial relations, with a two-year agreement on pay. Agreement was also reached on the principle of a shorter working week and modernisation of the terms and conditions of line control and signal staff. Key to both these was the principle that the new arrangements were self-financing and involved no additional cost to fare payers.
Public Private Partnership
The greatest concerns during the year related to the performance of Tube Lines and Metronet, the infrastructure companies (infracos) contracted to deliver the PPP. Details are set out in London Underground and the PPP: the second year 2004/2005 (www.tfl.gov.uk/pppreport). TfL has acknowledged the improvements made by the infracos in some areas during 2004/05. But it is TfL's firm view that in order to step up the rate at which improvements are being delivered, both companies need to increase the amount of resources being directed to the renewal of the Underground's ageing infrastructure. TfL's further concerns regard the delivery of major renewal work, especially by Metronet, which has already fallen well behind schedule.
The work to renew the Underground's infrastructure is increasingly more evident to our passengers who are becoming used to the disruption generated by this scale of work. For example, there were numerous weekend closures on the District and Circle lines in the central area during 2004/05. TfL worked hard to ensure passengers were kept informed about these closures in advance and that alternative transport services were available. An important principle is that the effect of these planned closures must not be exacerbated by 'unplanned closures', caused by engineering overruns. These increased by 35 per cent during the year.
Despite the progress that has been made overall, there has been a shortfall compared with the expectations created by the private sector infrastructure companies' bids. In short, performance is not good enough and is less than what was promised.
The addition of a seventh car to every train on the Jubilee line and a new station for the redeveloped Wembley Stadium are the most notable of the first significant renewal projects promised for the coming year.
The combination of better management, the elimination of train cancellations caused by attendance problems and infraco improvements to rolling stock meant we pumped out more service than ever before.' Tim O'Toole, Managing Director, London Underground
Surface Transport: Improved service, reliability and safety
'London's buses have achieved the highest numbers of passenger journeys since 1965 and the best levels of service and reliability since records began.'
Peter Hendy, Managing Director, Surface Transport
Right across London, TfL delivered increasingly accessible, more reliable and safer transport during 2004/05. The most significant increase in activity was on London's buses, which have experienced the longest period of sustained passenger growth since records began.
London Buses
The number of bus services provided under Quality Incentive Contracts rose during the year. These contracts, combined with improved route control, bus priority and enforcement and the effects of Congestion Charging, led to a marked improvement in service reliability. Excess waiting time on high frequency routes dropped to 1.1 minutes for the year; 77.1 per cent of low frequency services ran on time, up from 74.6 per cent the previous year. These represent the best service quality results since records began over 25 years ago.
In 2004/05 the number of passenger journeys reached 1,793 million, a 40 per cent increase since 1999/2000, the highest since 1965. More bus kilometres were run and services were more frequent. Accessibility is a key factor in bus use and 95 per cent of the network now runs accessible buses. The entire fleet will be accessible by the end of 2005 and 100 per cent fitted with CCTV. All these factors led to greater passenger satisfaction.
London Buses' improved service was recognised by three awards. It won the Government's Beacon Scheme Award in the 'Better Local Public Transport' category in 2004. Two more prestigious awards followed in April 2005. First, the 'Local Government Team of the Year' and second, joint winners of the overall award for 'Outstanding Team of the Year'.
Streets
Reducing congestion is a key element of the Mayor's Transport Strategy. This was reinforced by the passage of the Traffic Management Act 2004, which places a new duty on TfL and the London boroughs to keep cars, buses, bikes, pedestrians and all other forms of traffic moving on their network of roads and streets. TfL had already set up the Pinch Point Programme in 2003 to identify and target current areas of chronic network congestion. The 12 worst areas already identified were reviewed during the year and 157 potential causes were identified. In February 2005 a Pinch Point Working Group, set up to address and resolve the key issues, agreed to review a further 12 pinch points.
Installation of the COMET system to improve traffic control was completed by the Directorate of Traffic Operations. COMET provides real-time visibility of selected major London road arteries. Along with the London Traffic Control Centre and the online Traffic Alert service, it forms the basis for incident and congestion detection.
| Surface Transport operational performance | Units | 2002/03 | 2003/04 | 2004/05 |
|---|---|---|---|---|
| Passenger journeys: London Buses | millions | 1,534 | 1,702 | 1,793 |
| Kilometres operated: London Buses | millions | 397 | 437 | 450 |
| Excess wait time (high frequency): London Buses | minutes | 1.8 | 1.4 | 1.1 |
| Percentage scheduled service operated: London Buses | % | 96.1 | 97.2 | 97.7 |
| Passenger satisfaction: London Buses | Score out of 100 | 76 | 77 | 78 |
| Major injuries & fatalities: TLRN (Transport for London Road Network) | No. | 1,586 | 1,418 | 1,093 |
| Major injuries & fatalities (London-wide) | No. | 5,650 | 5,164 | 4,169 |
| Cycling on TRLN (March 03 = 100) | Index | 107 | 117 | 141 |
'We've been recognised by the business-led campaign Opportunity Now as an organisation totally committed to equality and diversity. That public recogntion is worth a lot.'
Valerie Todd, Director of Group Equality & Inclusion
TfL's London Traffic Systems Vision 2016 will ensure the systems and technology are put in place to manage future traffic operations to 2016 and beyond. It will also support the 2012 Olympic and Paralympic Games, with the London Traffic Control Centre forming the operational foundation of the Olympic Traffic Operations Centre.
Roadside cameras continue to be used to enforce traffic regulations and deter dangerous drivers. More than 1,040 buses are now fitted with external cameras to aid bus lane enforcement and 300 warning notices were issued during the first two weeks of the Red Route camera enforcement project covering moving traffic offences.
The smooth and efficient movement of freight is essential for a world city. Work on the London Freight Plan during 2004/05 resulted in a five year programme designed to improve freight efficiency while minimising environmental and social impacts. Work continued to ensure improved service and reduced congestion involving lorries, vans and other vehicles.
TfL's contribution to urban design through improving London's streets and public spaces was recognised when it won the National Transport Street Environment award for its highly praised £25 million 'World Squares for All' project in Trafalgar Square.
Walking and cycling
In the five years to April 2005, the number of cyclists using London's streets rose 50 per cent, significantly exceeding TfL's 22 per cent forecast. London-wide cycling schemes completed during the year totalled £14 million. These included projects on borough roads, the Transport for London Road Network (TLRN) and others run directly within schools. More than 70 kilometres of the London Cycling Network Plus came into use, bringing the total to 420 kilometres, now offering green routes through parks and alongside canals.
During the year, over £6 million was invested in a wide range of walking projects. Initiatives included new crossings, wider footways, better street
lighting and improved links to stations. The southern section of the Capital Ring Walk, a 34-mile section running from the Woolwich Foot Tunnel to Richmond Bridge, was completed in September 2004.
Safety, policing and enforcement
'We now have a mechanism in place that means we are responding quickly and accurately to requests TfL receives for information covered by the Freedom of Information Act.'
Fiona Smith, General Counsel
Improving the safety of London's streets and public spaces is vital. The number of people killed or seriously injured on London's roads in 2004/05 dropped by 19.3 per cent over the previous year, from 5,164 to 4,169. This is significantly ahead of the target of reducing the number by 40 per cent by 2010 due to close working of TfL, the boroughs, police and other agencies.
Policing for Surface Transport is delivered by the Metropolitan Police Transport Operational Command Unit. With £50 million annual funding from TfL, this now has over 1,300 police officers, Community Support Officers and Traffic Wardens, dedicated to policing buses and bus corridors, improving traffic flow, congestion reduction and private hire vehicle enforcement.
As well as licensing London's taxis and drivers, the Public Carriage Office (PCO) is concluding a huge job of improving public safety by licensing the private hire trade. All private hire operators are now licensed. Private hire vehicle licensing was completed just after the year ended and driver licensing is more than half-way complete.
All this contributed to the Mayor's Safer Travel at Night campaign, designed to reduce the amount of illegal touting and the number of assaults, especially on women travelling home late at night. In two years, reported serious sexual assaults have dropped by a third. Around 1,500 arrests have been made for touting.
Congestion Charging
Congestion Charging continued to provide significant benefits in central London. Congestion stabilised at 30 per cent below pre-charging levels. This helped bus services in the zone achieve significantly improved reliability and journey times, accommodating former car trips.
Other valuable benefits in and around the zone were: the welcome reductions in road traffic accidents; lowered air pollutants; and net revenues of over £90 million, which have been principally reinvested into improving bus services as well as road safety, walking and cycling.
There was a positive reaction to the suspension of charges over Christmas. Work on the development of a western extension to the zone continued with publication of a preferred scheme for public consultation.
Taxicard and Capital Call
Taxicard is a door-to-door transport service for people with serious mobility problems who have difficulty in using public transport. It is available in all London boroughs including the City of London. The scheme is managed under contract to Computer Cab by the Association of London Government (ALG) and jointly funded by the boroughs and TfL. The boroughs' contribution is fixed at approximately £6m and TfL has committed £7.4m of funding in 2004/05. Taxicard trips doubled from 0.5m in 2001/02 to 1.0m in 2004/05.
Capital Call complements Taxicard in the nine boroughs where there is an acknowledged shortage of taxis. Total membership and trips increased significantly during 2004/05 and are presently 3,000 and 15,000 respectively.
Trams, coaches, river services and Dial-a-Ride
Though passenger journeys were up on the Croydon Tramlink, TfL still has concerns about the performance of our concessionaire company and has increased monitoring of the asset condition and maintenance of the Tramlink system.
Victoria Coach Station was significantly busier, with coach and bus movements up from 392,000 to 420,000 year on year. Throughout the year, organisational changes and staff redeployment improved passenger care with better information points and uniformed patrols throughout the terminal.
Westminster Pier re-opened in late February after work on Westminster Bridge was completed earlier than expected. Diagrammatic route maps (spider maps) have been produced for London River Services piers and those used by Thames Clippers multi-stop service, subsidised by TfL.
The first 15 new generation Dial-a-Ride (DaR) vehicles fitted with reduced emission Euro 4 engines have been delivered. They give easier access for disabled people and, combined with a computerised-bookings and scheduling system, will provide better service to passengers once in use.
London Rail: Expanding fast
'DLR's operational performance this year was first-class, with the highest reliability figures ever achieved as well as record numbers of passengers using the system.'
Ian Brown, Managing Director, London Rail
The overground and Docklands Light Railway (DLR) rail networks play a key part in the life of commuters and shoppers London-wide. Steady and significant progress marked 2004/05 for London Rail, now preparing for its demanding 2012 Olympics and Paralympics role.
Passenger growth was strong on the DLR, the result of improved services and investment in infrastructure. A record 50 million journeys were made without compromising performance levels, though there was a slight drop in the total number of kilometres run. This was due to scheduled network closures for DLR extension works. As development continues in Docklands and east London, expanding the DLR network remains a priority. Work on the £150 million, 4.4km London City Airport extension remained on schedule to open in December 2005. This will add four new stations to the DLR network.
During the year TfL took over responsibility of the £900 million project to extend the East London Line between Dalston Junction in the north to
New Cross, Crystal Palace and West Croydon in the south. The project was transferred from the Strategic Rail Authority to TfL in November 2004. The project is due to be delivered by June 2010.
Passenger safety remains paramount, reflected in the £9.87 million invested in passenger security and improving social inclusion. The work was financed by TfL in partnership with the train operating companies. These improvements included the installation of CCTV, passenger Help points, enhanced lighting, information systems and anti-vandal shelters. A total of £1.7 million of the total £9.87 million was invested in improving on-board train security, reducing overcrowding and bolstering New Year, weekend and late night trains.
| DLR operational performance | Units | 2002/03 | 2003/04 | 2004/05 |
|---|---|---|---|---|
| Passenger journeys | millions | 45.7 | 48.5 | 50.1 |
| Kilometres operated | millions | 3.2 | 3.4 | 3.3 |
| Percentage of schedule operated | % | 98.1 | 98.2 | 98.5 |
| On time performance | % | 96.4 | 96.6 | 97.1 |
| Passenger satisfaction | Score out of 100 | 92.0 | 94.0 | 95.0 |
Environment
London's transport system directly affects the environment, both within the city itself and beyond. TfL seeks to minimise its environmental impact whether in terms of air pollution, traffic noise, the quality and safety of public spaces, or greenhouse gas emissions from cars, lorries and buses.
TfL works to implement five environmental strategies relating to air quality, ambient noise, biodiversity, energy and municipal waste. There were notable successes during the year. Nitrogen oxide emissions in the Congestion Charging zone dropped by 12 per cent as a result of fewer cars.
Carbon dioxide emissions were reduced by a variety of initiatives including the purchase of 'green' electricity, now representing 20 per cent of total consumption, from renewable sources. Euro II engines fitted in 97 per cent of buses and particulate traps in 93 per cent of buses reduced both carbon dioxide and nitrogen oxide emissions.
Cycling and walking trips increased from 5.9 million to 6.1 million per day, aided by the provision of 5,000 cycle parking spaces at schools. Life became easier and safer for pedestrians as crossing times at key junctions were increased. Noise reduction strategies included extra maintenance of tracks and trains. More than 85 per cent of Underground track waste and 25 per cent of station waste was recycled. Growth in the use of Oyster cards meant that 100,000 fewer paper tickets were issued each day.
Oyster
The Oyster card has established a leading role for TfL in smartcard ticketing. There are 16,000 smartcard devices at 370 stations (London Underground, train, tram and DLR), on 8,000 buses and at 2,500 agency sales outlets. By the end of 2004/05 there were more than 2.5 million Oyster cards in use and around 3 million journeys made each weekday. A new daily price capping scheme was added to save Oyster card users money. This ensures that no matter how many Oyster card journeys are made in one day, the amount deducted from the card will never exceed the price of a one-day Travelcard.
'Journey Planner's excellence was recognised when it won the Technology Award in the fifth National Transport Awards.'
Chris Townsend, Director of Group Marketing
Passenger information
In a city as large and complex as London, with such a diversity of passengers and so wide a choice of routes and carriers, travel information must be accurate, up-to-the-minute and easy to find, which is what TfL has aimed to supply during the year.
The re-launched Journey Planner was used by nearly one in five Londoners during 2004/05. It is accessible via multiple channels including mobile (WAP and SMS) and digital television. Research indicated that there were over 800,000 unique users per month and over 12 million page views by March 2005. Journey Planner's excellence was recognised when it won the Technology Award in the fifth National Transport Awards.
London's Transport Museum
More than 250,000 visitors, an increase of 25 per cent over the previous year, helped London's Transport Museum celebrate its silver jubilee. The Museum will be closed for a major £18.5 million re-fit from September 2005 to early 2007. Exhibitions will be transformed and visitor and learning facilities improved. More of the Museum's collections of transport past, present and future - including historic wooden, horse-drawn buses - will be displayed to meet the public's growing interest in all things mobile.
Audit Commission rating
Welcome confirmation of the progress TfL made in 2004/05 came from the Audit Commission, the independent watchdog responsible for ensuring that public money is well spent in local government. The Commission described TfL as'a highly capable and well-managed organisation', awarding it the highest possible rating: 'excellent'.
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