rail and underground panel date: 16 july 2015 item: fit ... · 7/16/2015 · survey results...

Rail and Underground Panel

Date: 16 July 2015

Item: Fit for the Future – Stations

This paper will be considered in public

1 Summary 1.1 The accompanying presentation provides an update on the Fit for the Future

Stations programme. 1.2 The presentation provides an update on the following aspects of the programme:

(a) Recap: the overall programme which will be delivered in three phases; (b) Update: the latest Customer Satisfaction Scores and Staff Information

Survey results following surveys undertaken pre and post transformation; (c) Update: the introduction of the new operating model in early 2016; (d) the next and ongoing steps for the programme.

2 Recommendation 2.1 The Panel is asked to note the paper and presentation.

List of appendices Appendix 1: Presentation - Fit for the Future - Stations

List of background papers

None

Contact Officer: Steve Griffiths, Chief Operating Officer Number: (020) 3054 8238 Email: [email protected]

1

mailto:[email protected]

This document reflects ongoing work and discussions within LU on options for the future of London Underground. It does not represent LU’s final position on the contents, which are subject to ongoing consultation with our trades unions.

Fit for the Future – Stations Update for Rail and Underground Panel

16 July 2015


DRAFT Recap: Fit for the Future Stations (FftF-S) is key to delivering Rail & Underground’s Customer Service Priority.

Reliability & Safety

Customer Service – Every Journey Matters

Capacity from the current network Capacity from growing the network

Efficiency People Technology

Underpinned by:

Keep London Moving

Keep London Growing

Making Life in London Better

2


DRAFT Recap: the programme will be delivered in three distinct phases – with all ticket offices closed by the end of 2015 and the new staffing model introduced in early 2016

2014 2015 2016

J J A S O N D J F M A M J J A S O N D J F M A M J

Leadership

Customer facing change Customer Service B

A

Staffing Model C

People Development Programme

Process & Technology Enablers

Install and empower 97 Area Managers to lead FftF

– S change

Deliver a step change in customer service, through ticket hall transformation

Establish a more efficient and

effective staffing model

All ticket offices closed end 2015

3


- Station has both open and closed Ticket Offices

- Station operates without a Ticket Office

Update: As of today, 132 ticket offices are closed across the network. 104 stations operate without a ticket office.

Phase

B B Phase

Willesden Junction

Kensington (Olympia)

Wimbledon

Richmond

Upminster

4


Only one of the three Kings Cross St Pancras Ticket Halls now has ticket offices – and the station is working well

Phase

B Phase

B B Phase

5


We are not simply pulling the blinds down – with tailored vinyls in heritage locations and where we await final end-state use

Phase

B

Covent Garden

Southwark

Phase

B B Phase

6


Customer Satisfaction Scores (CSS) and Staff Information Survey (SIS) scores continue to increase for transformed stations

Phase

B Phase

B B Phase

Figures correct as of 06/07/15

7


P O M

P O M

P aid s ide

T ic k et offic e

Unpaid s ide After closure Before closure

% of Staff in Customer-facing areas

6% 0%

20%

22%

29% BEFORE Transformation

Assessments where no s taff were present this period*

34%

3%

0%

12%

11%

16%

23%

31%

AFTER Transformation 66%

10%

Figures may not match exactly due to rounding

12%

Figures may not add up exactly to 100 % due to rounding

Assessments where no s taff were present this period*

Staff continue to be more visible in the ticket hall B Phase

Figures correct as of 06/07/15

8


DRAFT

Mid 2015: CSM Development Starts

Mid 2016: Last person leaves on VS

Early 2016: FftF–S rosters go-live

Enablers delivery

Training, licensing & familiarisation

PHASE C

Phase B delivery

Phase C delivers a new staffing model with ~850 fewer posts, rosters change early 2016, the preparation and transition support will take months

Phase

C

9


Next Steps

• ~7 ticket halls transforming every week, continue to track and review closures, especially challenging locations – e.g. Euston & Victoria (early and late September respectively)

• Continue to support staff through the transformation, especially the ‘Location Matters’ process, now open for Part-time staff

• Ensure training remains world class as more of our staff attend the Every Journey Matters Academy – over 2,000 trained already

• Develop, test and refine detailed implementation plan for Phase C

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rail and underground panel date: 16 july 2015 item: fit ... · 7/16/2015 · survey results...

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