Barclays Cycle Hire Complaints

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Dear Transport for London,

Please can you provide the following (for the last 12 months, if possible by day and week):
Number of hours that each station is empty
Number of hours that each station is full
Number of complaints and breakdown of reasons for complaint
Method of complaint (online, twitter, written etc.)
Number of times, for each station, someone has requested an extension to their time
Number of vans used to redistribute the bikes (on a monthly basis for last 12 months)
Number of staff members used to redistribute bikes (on a monthly basis for last 12 months)
The hours that these staff members work and if on shifts the average break down for each hour of the day
Number of bikes requested for repair and also the average time they spent in a docking station before being repaired

Please also detail your procedures with regards to complaints raised against lack of bikes and docking spaced

Please also detail your procedures in regards to social media interaction with customers.

Yours faithfully,

Harry

FOI, Transport for London

Dear Mr DN

 

TfL Ref:  FOI-0240-1314

 

Thank you for your email received by Transport for London (TfL) on 13 May
2013 asking for information about Barclays Cycle Hire scheme.

 

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and TfL’s information access policy. 

 

A response will be provided to you by 11 June 2013.

 

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

 

FOI Case Management Team | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[1][TfL request email]

 

 

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FOI, Transport for London

3 Attachments

Dear Harry DN

 

TfL Ref:  FOI-0240-1314

 

Thank you for your email received on 13 May 2013 asking for information
about Barclays Cycle Hire scheme.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and our information access policy. I can confirm that
we do hold the information you require.

 

Please can you provide the following (for the last 12 months, if possible
by day and week):

 

Number of hours that each station is empty

Number of hours that each station is full

 

Please see below:

 

Proportion of Available Minutes - All Docking Stations
Total Percentage Total Percentage Total Percentage
available available empty mins empty mins full mins full mins
Month mins across mins across across all across all across across all
all all stations stations all stations
stations stations stations
Apr-12 21,773,815 90.0% 1,812,622 7.5% 605,563 2.5%
May-12 21,073,067 84.3% 3,015,627 12.1% 909,706 3.6%
Jun-12 20,898,952 86.4% 2,499,453 10.3% 793,595 3.3%
Jul-12 21,391,260 85.6% 2,710,749 10.8% 896,391 3.6%
Aug-12 21,344,065 85.4% 2,945,388 11.8% 708,947 2.8%
Sep-12 20,387,848 84.3% 2,942,006 12.2% 862,146 3.6%
Oct-12 21,843,645 87.4% 2,282,273 9.1% 872,482 3.5%
Nov-12 21,301,344 88.1% 2,087,025 8.6% 803,631 3.3%
Dec-12 23,137,817 92.6% 1,244,090 5.0% 616,493 2.5%
Jan-13 23,139,706 92.6% 1,306,379 5.2% 552,315 2.2%
Feb-13 20,827,068 92.2% 1,143,870 5.1% 608,262 2.7%
Mar-13 23,327,278 93.3% 905,888 3.6% 765,234 3.1%
Apr-13 21,715,734 89.8% 1,420,336 5.9% 1,055,930 4.4%

 

 

[1]cid:image002.png@01CE5568.29D110D0

 

 

Number of complaints and breakdown of reasons for complaint.

 

Please see the attached spreadsheet. This works out at an average of 4.1
complaints per 100,000 journeys.

 

Method of complaint (online, twitter, written etc.).

 

We do not record this data.

 

Number of times, for each station, someone has requested an extension to
their time.

May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr
  2012 2012 2012 2012 2012 2012 2012 2012 2013 2013 2013 2013
Total
Requests
for
Additional
15 Mins 11,273 9,096 12,731 12,871 10,136 9,379 6,201 3,720 3,513 3,301 3,442 6,912

 

Number of vans used to redistribute the bikes (on a monthly basis for last
12 months).

 

Thirty one vehicles are currently available to redistribute cycles on the
Cycle Hire system, although these are not all on the road at the same
time. Of these 25 are customised Long Wheel Based Transits used for
bicycle transport. Please note that this number is dependent on usage, and
over the course of a year an average of 12 are on street at any one time.
 Three vehicles are Ford Mondeos which can pull trailers for cycle
distribution, and these are contingency vehicles, rarely used.  Three are
Alke electric vehicles which also pull trailers for cycle distribution.

 

We do not hold the data for the number of vans used daily, however the
number of driver shifts are recorded, as below. 

 

Number of staff members used to redistribute bikes (on a monthly basis for
last 12 months)

 

Please see average number of staff members used to redistribute bikes, per
24 hour period, per month, below:

 

April 12 25
May 12 24
June 12 25
July 12 26
August 12 27
Sept 12 25
October 12 20
Nov 12 18
Dec 12 15
January 13 20
February 13 17
March 13 18

 

The hours that these staff members work and if on shifts the average break
down for each hour of the day.

 

Scheduled Redistribution Shifts:

 

06.30 – 15.00 – on average 10 redistribution staff

14.30 – 23.00 – on average 10 redistribution staff

22.30 – 07.00 – on average 2 redistribution staff

 

Number of bikes requested for repair and also the average time they spent
in a docking station before being repaired.

    

There are on average 139 red button presses per day by customers, of which
86% are attended to within 24 hours.  Approximately a third of those
attended to do not require service and placed back in the scheme
immediately.   Those returned to the depot for repair are replaced within
the scheme from a pool of replacement bicycles to ensure the required
number of bikes are available to scheme users.

 

Please also detail your procedures with regards to complaints raised
against lack of bikes and docking spaced.

 

Please see the Complaints Policy at this link: 
[2]http://www.tfl.gov.uk/termsandconditions...

 

Please also detail your procedures in regards to social media interaction
with customers.

 

We do not interact directly with customers via social media. If customers
contact us in this way they are directed to the correct channel to contact
us for a response.

 

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me.

 

If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

 

FOI Case Management Team | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[3][TfL request email]

 

 

 

 

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Dear FOI,

Thank you for your response. I am afraid I may not have been clear in the information I required so apologies if that was the case. With regards to query "Please can you provide the following (for the last 12 months, if
possible by day and week):Number of hours that each station is empty
Number of hours that each station is full
Number of times, for each station, someone has requested an
extension to their time"

I would like a break down of this information for each station, not overall. And also broken down as per the timescale I sent.

Please can you also give me a breakdown of the complaints received as to the method of complaint, and also the level of complaint (as per the Complaints Handling Policy).

Can you also please provide me with what classifies a call/written letter as a complaint, as opposed to a general query, and finally, can you provide me with any documentation of internal procedures that you have with regards to complaints received - i.e. what the process is when a complaint is received, and where it is sent to and the actions that are followed to make sure it is dealt with.

Yours sincerely,

Harry DN

FOI, Transport for London

Dear Mr DN

 

TfL Ref:  FOI-0488-1314

 

Thank you for your email received on 21 June 2013 asking for information
about Barclays Cycle Hire scheme.

 

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and our information access policy. 

 

A response will be provided to you by 22 July 2013.

 

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

 

FOI Case Management Team | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[TfL request email]

 

 

 

FOI, Transport for London

4 Attachments

Dear Harry DN

 

TfL Ref:  FOI-0488-1314

 

Thank you for your email received on 21 June 2013 asking for information
about Barclays Cycle Hire scheme.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and our information access policy. I can confirm that
we do hold some of the information you require.

 

Please find data attached regarding the minutes that a station is empty,
minutes that a station is full and time extensions for each station. We do
not hold this information broken down by week and day and therefore have
provided by month as we have done in the past. It is now provided by
docking station also.

 

As advised previously we do not record data regarding of method of
complaints or level of complaints.

 

We consider the definition of a complaint as a grievance or issue that a
customer has experienced with the scheme and would like us to investigate
and respond. A general enquiry/query is a question, query or comment
related to the scheme where no dissatisfaction regarding the service was
expressed.  Please find attached our Complaints Handling Policy detailing
how customer comments are dealt with.

 

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me.

 

If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

 

FOI Case Management Team | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[1][TfL request email]

 

 

 

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Dear FOI,

Thank you for this information. I have twopoint of clarification - on the full and empty station data it states the data is "All data is based on when each full instance ended and after exclusions have been applied". Can you confirm what the two exclusions are.

Secondly, while I have now been redirected to the complaints procedure for customers twice, what is the internal procedure when a complaint arrives. I.E. what processes are taken to resolve it, what departments are alerted of the problem, what responses are expected. How are agents trained to deal with complaints etc.

Yours sincerely,

Harry DN

FOI, Transport for London

Dear Harry DN

 

Our ref:  FOI-0834-1314

 

Thank you for your email received on 7 August 2013 asking for further
information about Barclays Cycle Hire scheme.

 

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and our information access policy. 

 

A response will be provided to you by 5 September 2013.

 

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

 

FOI Case Management Team | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[1][TfL request email]

 

 

show quoted sections

FOI, Transport for London

1 Attachment

Dear Harry DN

 

Our ref:  FOI-0834-1314

 

Thank you for your email received on 7 August 2013 asking for further
information about Barclays Cycle Hire scheme.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and our information access policy. I can confirm that
we do hold the information you require.

 

Times are excluded when Serco cannot access terminals, such as during
events like the London Marathon or when the gates are closed in the Royal
Parks.

 

Please see the Complaints Handling Policy provided to you previously,
which sets out how complaints are dealt with. Complaints are actioned and
information sought from whichever source is deemed relevant and tailored
replies are sent. Customer Service agents are provided with full training
to be able to carry out their roles.

 

When complaints are escalated to TfL by Serco for response they are routed
to the person with the most relevant knowledge of the complaint, and we
aim to reply within 10 working days. 

 

If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

 

FOI Case Management Team | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[1][TfL request email]

 

 

 

 

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